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News : Changes to Public Help Desks in West Yorkshire

#contactcenterworld, @westyorkspolice

West Yorkshire, UK, Feb 2023 - As part of our commitment to providing an efficient and cost-effective service to the public, we have reviewed our public help desk provision.

Our help desk officers provide a valuable service, but the way that the public interacts with us has changed, with increased use of the non-emergency 101 number and online contact options.

The review looked at whether the public help desks were providing the best possible service based on community needs, public and internal demand and the changing use of technology.

Among the findings, the review found that:

The five help desks at the district headquarters account for 73 per cent of all contact via the help desks.
Contact at help desks from members of the public after 8 pm equates to less than three per cent of the overall total demand.
Across the period analysed, there appears to have been a reduction in total contacts at help desks across the Force.
Contact through online services has risen significantly, from 86,000 per year when the current help desk model was introduced in 2017 to 280,000 per year in 2022.

Following this review and a period of internal consultation, West Yorkshire Police has taken the decision to permanently close a number of public help desks and reduce the opening hours at other sites. This will not affect the provision of 24/7 patrol and neighbourhood police officers who will continue to be based and operate from locations across the county.

Under these changes, there will still be help desks in each of the five policing districts for essential face-to-face contact. Public help desks will be maintained at the five district headquarters, as well as Dewsbury Police Station, Stainbeck Police Station and Keighley Police Station.

Superintendent Mick Rutter said: "These are not decisions that we have taken lightly, but it is important that we are providing a cost-effective service to the public.

"This review has helped us understand how our help desks are used at different locations at different times of the day. The changes that are now being put in place will ensure that members of the public are still able to access help desks across our five districts at the locations that they most frequently use.

"Our help desks are just one way that the public can interact with the police, and they are complemented by the 999 and 101 phone lines and our online contact options. In recent years, more and more people have been utilising our free and easy to use online options, which include forms to report crimes and anti-social behaviour and 101 Live Chat which allows the public to have a two-way conversation with someone from our Contact Centre."

"We have been running a reduced help desk service for some time due to staff shortages and, alongside this review, have been recruiting and training new staff to enable us to have eight public help desks open across the Force area. I would like to thank the public for their patience during this time," Supt Rutter added.

#contactcenterworld, @westyorkspolice

Posted by Veronica Silva Cusi, the 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 - Why Can’t You Take My Call?

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

Published: Sunday, February 12, 2023

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2024 Buyers Guide Consultancies

Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.


PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
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The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
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