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News : Busy Christmas and New Year Call Handling Period for the Force

#contactcenterworld, @westyorkspolice

West Yorkshire, England, Jan 2, 2020 -- West Yorkshire Police took nearly 16,000 999 emergency calls and over 21,000 101 non-emergency calls in the 10 days leading up to New Year’s Eve.

The end of the year typically marks the busiest day for the Force in terms of call-handling and on top of the 15,901 emergency calls and 21,032 calls to the 101 number in the run up, call handlers handled 3,964 contacts (total including both numbers and other contacts – for example online) on New Year’s Eve itself.

In just one hour there were 199 calls to the 999 number.

Tom Donohoe is the Senior Contact Manager for West Yorkshire Police.

"New Year’s Eve and the 10 days building up to are always very busy days for West Yorkshire Police and it was no exception as 2019 came to an end.

"The number of calls we took was very similar to the same period for last year (15,689 calls to 999 and 19,223 to 101) but we did see a significant rise in the number of online contacts we took – over 12,000.

"The online contact option is important to us as a Force as it allows people who want to let us know about something that isn’t an emergency the chance to contact us at a time to suit them and leading takes strain off of the 101 and 999 numbers.

"Despite the huge volume of calls we took we managed to answer calls to the 999 emergency number within 11 seconds on New Year’s Eve. The average queue time in the ten days up to the day was 5.4 seconds.

"I am very proud of my colleagues who answered the calls so swiftly and promptly at a time of significant demand at the same time as providing a professional service to people in need of our help."

It comes as the Force continues its record of not having abandoned a 999 call for nearly three years.

"This is something that I am again very proud of – we are working very hard on maintaining this excellent record and improving the service we offer to users of the 101 non-emergency number.

"These figures also illustrate the level of demand our call-handlers deal with and I would encourage residents who want to contact us about something that isn’t an emergency – so a crime isn’t in progress and there is no life at risk – to consider avoiding particularly busy times (0900am – 11am and tea time) to help us to manage demand and prioritise the emergency 999 number.

"I am always grateful to the publics’ support in helping us to reduce demand at busy times by ringing with police only matters."

#contactcenterworld, @westyorkspolice

Posted by Veronica Silva Cusi, news correspondent

About West Yorkshire Police:
Company LogoWest Yorkshire Police is the territorial police force responsible for policing West Yorkshire in England. It is the fourth largest force in England and Wales by number of officers, with 5671 officers.
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Today's Tip of the Day - Can You Deliver?

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

Published: Friday, January 3, 2020

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

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(read more)
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VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

New 2021 Membership

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...

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