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GreatCall, Inc., the leader in wireless health and safety services for aging consumers and their families, celebrated the groundbreaking of its new call center located at 9290 Gateway Drive, Suite 230, in Reno, Nev. today. GreatCall is seeing increased demand for its innovative and helpful solutions, and in fact saw its 5Star Urgent Care customer base grow by more than 250 percent in the last 12 months. The new call center will help meet the service needs of these customers as GreatCall invests more than $1 million in the new 20,000-square-foot facility which will begin operating in June 2013.
GreatCall, the creator of Jitterbug, 5Star Urgent Response, and a suite of health and medical apps, currently employs more than 500 U.S. based, full-time staff, including emergency response professionals, customer service representatives, 24/7 live operators and sales representatives at its two facilities in California. The new call center will add 75 new hires within the next six months.
“As mobile safety and health solutions become more prevalent each year, it is critical to meet this expanding demand with highly trained emergency responders and customer care representatives,” said David Inns, President and CEO at GreatCall. “Our new facility and expanded team of experts will allow us to continue to provide the superior level of personalized service for which GreatCall is known.”
The new Reno call center will support GreatCall’s growing range of mobile health and safety offerings, all of which offer live support, including emergency response, live Operator assistance and 24/7 U.S. based customer service. The new staff will continue to provide live service to all of GreatCall’s subscribers, no matter which product they are using, even a safety or health app on a smart phone.
In addition to the award-winning, U.S. based customer service team, and 24/7 live Operator assistance, the new call center will house a team of GreatCall’s 5Star Urgent Response agents, who are certified by the National Academies of Emergency Dispatch (NAED) and are trained in CPR and other emergency protocols. These agents can assess a caller’s situation, identify their location using new, patented GPS technology and advanced location analysis, and determine the appropriate assistance when they are experiencing a medical emergency or threat to their safety.
The new, state-of-the-art facility features new equipment, new back-end systems, SAS 70 Type II certified infrastructure for emergency response, an employee training center and extensive space for call stations. Local labor will be used to manage and execute the 10-week construction project of building improvements.
To celebrate the groundbreaking, Nevada Gov. Brian Sandoval, Reno Mayor Bob Cashell and GreatCall President and CEO David Inns delivered remarks during a press conference today at Peppermill Resort Hotel in Reno.