1 When does Medi-Call’s call centre enter the coping zone? What is the likely impact of this overload on customers and staff? Medi-Call provides personal alarm systems to the elderly and infirm. Customers are principally those people who live alone, preferring to stay in their own homes rather than be looked after in some form of institutional care or with family.

The customer has a small transmitter/receiver, which can be worn as a pendant or on the wrist like a watch. If the customer has a problem they press the button on the pendant, which activates a base station located at the customer’s telephone. The base station calls Medi-Call’s contact centre, which provides 24/7 cover to ensure maximum reassurance for its customers. Medi-Call’s agent will attempt to establish contact with the customer.

Because the transmitter is so sensitive, it is possible to carry out a conversation up to 50 metres away from the base station. Medi-Call’s staff are trained to provide immediate reassurance to the caller, who is likely to be confused and frightened.