ER24

371 Rivonia Boulevard
Sandton
Gauteng
South Africa

Emergency: 084 124
Phone: +27 (0)86 108 4124
eMail:
Website: https://www.er24.co.za

ER24 has one national emergency number – 084 124 – operated through a state-of-the-art emergency Contact Centre.

We are experts in our field. ER24 offers quality medical emergency service solutions to best suit your needs.

ER24 owns its national 24-hour Emergency Contact Centre.

This facility has the technological capacity to provide a broad range of emergency medical services, including the dispatching of emergency medical resources by air.

We employ over 270 staff in various departments in the Contact Centre, with tasks ranging from taking calls to evaluating the nature and severity of a situation and dispatching the resources necessary to contain a given situation.

Highly trained and dedicated operators, using sophisticated dispatching software, mapping technology and medical databases, manage the centre 24 hours a day. This comprehensive support network enables us to customise solutions to meet our clients’ individual needs.

Customised Contact Centre Services

ER24 provides customised contact centre services for stakeholders to integrate their emergency protocols using our highly skilled staff and leading contact centre software. These services give our clients peace of mind that highly specialised help is available at the press of a button.

We have three core call centres, situated in the centre of Gauteng. Our staff totals around 270, and at any given time, we have 100 members dedicated to taking calls. All together, these centres facilitate two million calls a month.” The contact centre operators – known as emergency resource officers – work 12-hour shifts on a two-day, two-night and four-off rotational basis.

We realised that if we customised and streamlined our systems, we could offer expert care without requiring our operators to be clinically trained. Now, in ER24’s contact centre, our staff are trained in running and managing the CRM systems, and our algorithms guide them in logging the call accurately and efficiently. By working on our environment in this way, we can provide an effective response on the ground much quicker – which is ultimately what helps our patients.

ER24 has a fully-equipped, dedicated training and quality assurance team, embedded within the contact centre environment. The contact centre team also includes specialists and experts in various fields, from registered nurses and clinical coordinators and inter-facility transfer agents, strategically placed to offer training and expertise where needed.