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News : Ballarat's ESTA Triple Zero Call Centre Searches for New Recruits


#contactcenterworld

Ballarat, Australia, Nov 30, 2020 -- Helping to deliver babies and making car crash scenes safe wasn't what Dylan Collis had in mind when he took a job at the Triple Zero call centre in Mount Helen.

"It's a job for someone who wants to help people on almost a spiritual level," he said.

The Emergency Services Telecommunications Authority, or ESTA, is on the lookout for the next crop of calltakers and dispatchers, to help people from across Victoria in their most difficult moments.

The job sounds deceptively simple - people phone Triple Zero, and calltakers help them work out which emergency service they might need, then dispatchers send out the services.

But in the course of a day, all sorts of incidents unfold.

Mr Collis works as a police and ambulance calltaker, and has been working at the site for seven years after taking a job while studying nursing and counselling.

"When you get a call, your first response is to ask them what happened - you've got literally seconds to decide what emergency they're in, and what help they need dispatched," he said.

"It's really funny when you reflect back on it, and you realise you can make these snap decisions within a few seconds based on really limited information."

While talking people through giving birth is one of the most "stressful and rewarding" parts of the job - "you're on a high for the whole shift, if not for a couple of weeks, because you've assisted bringing someone into the world," Mr Collis said - 2020 has been as challenging for ESTA staff as anywhere else, with the coronavirus pandemic arriving so soon after the state's horrific bushfires.

"Suddenly we were having to triage people in a whole new way, because we'd never, in modern times, seen a pandemic like this, at least not one that spread so fast," he said.

"I helped lead an implementation of pandemic triaging here - we did the training for all our staff to assist in how to triage the pandemic, because COVID-19 presents with symptoms that are similar to anything between shortness of breath to cardiac issues.

"That was a challenge in itself, getting people to re-train themselves almost to now identify when they may or may not have COVID when they might have thought they just had chest pain or breathing problems."

Mr Collis said he was well-supported by counsellors and peer support teams, but people thinking of taking on the challenge need to be resilient.

"It's not for someone who just wants to come into the office, go home, and not think about what they've done - the first thing I would always encourage people to consider when they're applying here is to make sure you're resilient, and make sure you know how to check yourself when your resilience is wearing out," he said.

"It's a great career, and the best part about working at ESTA is you don't need prior knowledge, we'll teach you everything you need to know if you're a successful applicant, but you need to be aware of your own mental health and be passionate about helping people.

"I think my biggest thing for anyone interested in triple zero is always be a positive person, be flexible, and to the best of your ability, be self-aware."

Another tip - if you ever need to phone Triple Zero, make sure you know where you are, he added.

"If you know where you are, we can get you help."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thecourier.com.au


About Emergency Services Telecommunications Authority:
Company LogoESTA operates three State Emergency Communications Centres, located in the Melbourne CBD, East Burwood, and Ballarat.
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Today's Tip of the Day - Outsourcing Service Agreements

Read today's tip or listen to it on podcast.

Published: Wednesday, December 2, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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