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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.

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"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 - 5 MORE Ways To Demotivate Staff

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

Published: Friday, January 3, 2020

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2020 Buyers Guide Speech Technology

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.
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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)
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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
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PH: 412-621-9310


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.

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