News : Calgary 911 Fields Hundreds of Non-emergency Calls Each Day
Calgary, AB, Canada, April 6, 2016 -- In a 24-hour cycle, Calgary’s 911 call centre receives around 300 "pocket dials" or hang-up phone calls.
Doug Odney, Deputy Commander for Calgary 911 said when they receive a suspected accidental call it takes time from actual emergency calls.
"We have to attend to everyone of those and determine whether or not it’s an emergency," he said. "Certain calls that we have suspicion might be an actual emergency we’ll dispatch the police—but it ties up our emergency communications officers from answering real 911 calls."
Odney said Calgary 911 doesn’t like to judge an individual on their reasons for calling—whether founded or not—and said they take every accidental call, or calls that shouldn’t be coming to 911 as a chance for public education.
"We find for the most part our callers are using good judgement when calling 911 and when we have callers in using the system where it is non-emergent we use that opportunity to provide public education and explain that to them," he said. "Most callers are really open to hearing that and they know in the future they can use our non-emergency line."
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
He said emergency call operators take the time to explain and educate anyone who uses 911 improperly—but he said their system allows them to know when another 911 call is coming in so they can wrap up with a non-emergency.
"We have red lights in the room and that’s a message to our emergency communications officers to free themselves up on those maybe frivolous or non-emergency type calls and make themselves available as soon as possible for those emergency lines," he said.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Information Gathering Saves Your Company …
Published: Friday, April 8, 2016
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication ...
|Competence Call Center|
CCC is a BPO companies in the field of Customer Care in Europe and has been offering high quality international customer care solutions for 18 years. More than 5.500 service professionals at 16 locati...
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...