Unfortunately, it seems all too easy to find stories of customers abusing employees in the news, especially with the omnipresence of video recording technology, and it may simply be a sad reality that staff members are always going to be vulnerable to some level of attack from the irate and irrational. Recently, there's been the galling tale of a couple who violently attacked the clerk of a Florida Dunkin' Donuts when he didn't get their order right.
Though the South Florida Sun-Sentinel describes the teenage counter clerk, Rayjay Hall, as being unharmed after the attack, factors involved indicate that the situation had the potential to escalate. The man who lunged at Hall put him in a headlock and struck him multiple times with the side of a gun that was in his hand.
Turning from stories like this to assess your own answering service, it probably seems as if there's no chance of an outburst as dangerous as this threatening your workers' safety. While it may be highly unlikely, there are certainly plenty of ways a verbal or textual conversation might turn ugly, leaving the employee and center distressed. In this case, the best response team will know how to render the caller responsible and ensure they are accountable for their actions.
No business wants to leave themselves vulnerable, and online customer services need to be protected from the potential for harm. Experienced professionals in this field will have this understanding and be ready to support each other when an unavoidably rough situation arises. The more customer services arms you have in action, the more support you have to talk down and handle uncooperative patrons.