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News : Berkeley County Increases Pay for 911 Call Center Workers

#contactcenterworld

Martinsburg, WV, USA, Aug, 2018 -- The Berkeley County Council unanimously approved a proposed increase in the county’s 911 call center dispatcher pay scale that will cost the county $168,499 in combined wages at its meeting.

Berkeley County Administrator Alan Davis said the plan would not require any county general fund contribution.

Passed by a 5-0 vote, the plan increases the entry-level salary for first-year telecommunications dispatcher to $34,900 annually, Davis said.

Call dispatchers after one year of employment and requisite call center training would earn $37,900; after two years, $39,795, and after five years, $41,785.

"It appears that compensation is the main detriment to (call center employee) recruitment," Davis said.

Based upon a 40-hour work week, the new pay scale plan is effective retroactive to Aug. 1, Davis said.

The new pay scale is to keep Berkeley County competitive in call center employee recruitment and retention with surrounding state call centers. Davis said.

"The challenge that we are having with recruitment and retaining dispatchers certainly is not new," Davis said.

In December 2006, the council instituted a shift differential pay increase for 911 call dispatchers and added additional staff, Davis said. In 2013, the council increased 911 call dispatcher compensation and added 10 more staff positions, that could not be completely filled until the county opened its new 911 Call Center in October.

In November 2017, the Call Center hired nine new dispatchers and has retained six.

In calendar year 2017, the Berkeley County Call Center handled 81,230 911 calls.

Berkeley County Call Center Director Mary Kackley said a scarcity of 911 call center dispatchers is a national problem.

"I know that many people make remarks that this is a Berkeley County issue," Kackley said. "But this is a nationwide issue. I doubt that you are going find many 911 centers throughout the nation that are fully staffed and fully retain people for a long period of time."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.journal-news.net


Today's Tip of the Day - Managing Change

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

Published: Tuesday, August 21, 2018

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2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

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.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

6.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

7.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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