Speech Analytics in the Police Force Control Room - Business Systems UK Ltd - ContactCenterWorld.com Blog
- A recent study at the University of Michigan suggests that attention and short-term memory processing are directly affected by a person’s surroundings and environment, with noisy environments reducing significantly memory performance
- The human brain can only hold about seven pieces of information for less than 30 seconds.
With those two facts in mind, one can only imagine how tough it can be for call handlers in the police force to gain a comprehensive understanding of the situation and pick up on distress signals. Dealing with over 21,000 calls a day; the police force is a highly pressurised environment where speed, accuracy and ability to capture important information and signs of distress are imperative. Failing to do so could not only jeopardize the safety of the caller, but it could also result in loss of public trust and potential further funding.
How can Speech Analytics help you protect your call handlers, serve the public and control operational costs?
Speech Analytics technology is capable of quickly searching through live (real-time) and historic calls and highlighting those that fit pre-established criteria.
Real-Time Speech Analytics automatically captures and analyses the entire call interaction as it unfolds, to uncover information that is potentially ‘hidden between the lines’, by isolating specific words, phrases and tone of voice are some of them. Thanks to a sophisticated linguistic analytics module, it identifies keywords and phrases and picks up information from all aspects of the conversation. Furthermore, it takes into account additional caller and contextual information, before making its next-best-action recommendation.
Why is this important? The Police force receives over 21,000 calls every day, 25% of which are characterized as urgent. Real-Time Speech Analytics acts as a second pair of ears, picking up and alerting call handlers on issues that could otherwise be missed due to factors like noise, line quality, accent and articulation of the caller etc. These details could be of extreme importance when trying to distinguish between an emergency and non-emergency call and ensure that further action is based on correct data.
Speech Analytics also scans over historic calls and interviews to help identify drivers, highlight reoccurring trends and even locate historic recordings based on newly established intelligence. Moreover, using Speech Analytics to evaluate historic calls can contribute in improving processes and making training more effective.
As a training tool, Speech Analytics eliminate the need for random call selection by finding the right calls to support more targeted and tailored training. By better training call handlers to pick up on important queues and overall handle calls in a more efficient and professional manner, the chances of customer complaints and failing duty of care decrease.
With Speech Analytics, the police force control rooms have the opportunity to:
- Ensure compliance adherence by getting a clear picture if call handling protocols are being met.
- Meet targets with greater process efficiency and reduced costs
- Find relevant calls for training and improved processes
- Increase its crime intelligence and act on calls more efficiently for better results
- Minimise repeat calls by understanding root cause for call backs
Check out our Speech Analytics Advice Hub for more information on this game changer technology.
Publish Date: May 19, 2016 5:00 AM
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