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How to Reduce Your Lone Worker Risk With A Simpler Safety Program [embed]https://youtu.be/v3qLhVaw10c[/embed] Building a risk-based approach to safety is usually more streamlined, simpler and more engaging for your lone workers. The approach can support one safety standard for all your employees while allowing flexibility for different safety procedures across various business units and operating regions. Typically, a risk-based safety program will actively engage your employees in an initial hazard assessment process. When employees undertake a hazard assessment, they take into consideration their own work tasks, location and communication risks. Employee participation in this process not only results in a more optimized procedure but one that is simpler for them to use. And employees naturally use simplified processes more consistently. Whenever employees are engaged in developing safety procedures, there are other inherent benefits that typically result in their greater safety awareness and more consistent compliance. That’s good news for everyone! Any company can build their safety program using a risk-based approach following a...

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Three Steps Toward Good (Really Good!) Customer Service We're all customers. We've all made customer service calls to businesses. We've all experienced good service and bad service. Most of us have never called a company to make a complaint. Instead, most of us voice our complaints to family, friends, neighbours, co-workers or anyone who will listen. That’s why companies are fortunate (really fortunate!) when dissatisfied customers fall into the first group when they call in with complaints. It's easy to forget that complaints are an opportunity when handled effectively. The vast majority of dissatisfied consumers fall into the second group however. They never voice their dissatisfaction directly to the company - a missed customer service opportunity. What can a company do to avoid the type of dissatisfaction that leads to hang ups, frustrated silence, and lost customers? 1. Be There: Your Customers Want to Talk to a Real Person Customers who need help want to be able to talk to a customer service...

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Safety & Savings: The Case for Outsourcing in the Energy Sector As a safety service outsourcing company to the oil & gas industry, Telelink has learned from our customers that certain forces in the market make outsourcing an ideal way to reduce costs and lean operations. Now more than ever, as oil prices linger below $50/barrel, organizations are feeling the pressure to reduce costs and make due with less. Divesting of business processes which do not fall in line with your organization's core competency can result in that same process requiring less time, money, and resources. For example, drilling companies focus on getting oil out of the ground. Hiring a team of professionals to run an internal lone worker monitoring centre for field staff will cost more in terms of time, human resources, and infrastructure than outsourcing to a monitoring partner who specializes in this work. In the current economic environment, certain market forces are making outsourcing a more attractive and logical option...

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What's The True Cost of Poor Customer Service? It Pays To Keep Current Customers Happy Gaining new customers is not only more expensive than keeping the ones we have satisfied, it requires a lot more effort. According to a survey conducted by the White House Office of Consumer Affairs, customers are likely to spend as much as 10 times the value of their first purchase. That’s significant, especially when we consider that it takes a lot less effort to sell to existing customers. Did you know that it’s 6 to 7 times more expensive to acquire a new customer than it is to keep current customers happy? Insights from Marketing Metrics analyses support the same conclusions. While we only have a 5-20% chance to selling to a new customer, there is a 60-70% probability of selling to our existing customers. When our customers have a bad experience, however, the reverse is also true. 78% of customers surveyed by American Express bailed on transactions,...

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Lone Worker Safety: The Evolution of Compliance Manual Procedures to Automated Systems There has been a shift in lone worker safety procedures moving from manual systems to automated communication. [embed]https://youtu.be/HZTS56iWkqs[/embed] Traditionally, we have seen companies using a manual call-in system and periodic check-ins as a core part of their safety procedure. Even with advances in technology, check-ins remain important, functioning as the backbone of any Lone Worker safety program. Manual check-ins, however, provide very limited communication. It’s essential to understand that check-ins function as a fail-safe, alerting the company if a worker doesn’t call in as scheduled. With each check-in the company is notified that a worker is either ‘okay’ or ‘not okay’ and nothing more. Because scheduled intervals are a part of the procedure, there’s always a lag between check-ins. When a worker calls in once every four hours, the most current information the company has on hand is always out-dated. There are many communication methods available in 2016. With advances in...

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4 Reasons we Love Answering Your Calls Variety is (still) The Spice Of Life You might be surprised at the variety of calls we answer at Telelink. We schedule appointments, record and send messages, even dispatch to on-call staff. We process orders, manage customer support lines, and also provide technical support. And we love it! We Love That Sense of Assurance Being trained as part of an expert team that’s been answering the phones for over 50 years gives us all a sense of assurance. We’ve learned a lot in that time. And we enjoy being that trusted voice on the end of the line where we get to extend that same feeling of assurance to our callers. “I wanted to pass along my big thanks for the awesome job your [Telelink] team does for us. You are truly an amazing extension to our team and service. As you merge your team with ours, I wanted to validate that it is done magically...

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Last week, we talked about how Lone Worker legislation has evolved across North America in recent years. This week, we look at the evolution of worker safety in our day-to-day lives. Does public opinion impact safety procedures in companies? Naturally, company compliance has also evolved to keep pace with the new legislation also with the court of public opinion, which we will explore in next week's blog. [embed]https://youtu.be/zk_ybMVXGJ8[/embed] The Culture of Worker Safety in 2016 Nowadays, both the general public and employees put a higher premium on workplace safety in our culture. When we examine how the expectation of safety has evolved, there are three things driving the cultural shift: Employee Demand Lone Worker safety legislation has evolved, therefore, workers in 2016 are far more aware of, and vocal about, their rights. And with a lot more employees entering Lone Worker situations these days, workers want to be protected on the job. Lone Workers realize they assume higher risks at work, and they...

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