LEARNER OUTCOMES: The enemy of the Call Center is the lost or abandoned call.  They key to a successful call center is to create a script where the likelihood of this occurring is minimized.  To make sure that all calls are handled, even in the event of emergencies that require unexpected closures, all calls must eventually end up in a spot that will recognize that emergency procedures have been put into place.  This presentation will discuss the multiple methods of implementing emergency scenarios, so calls will not end up lost, unanswerable,  and eventually abandoned.