Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Atif Mehmood
Contact Center & Retention Business Head
9
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
45

News : Closing Cornwall Fire and Rescue Service 999 Centre will Put Lives At Risk, Supporters Say

#contactcenterworld, @cornwallcouncil

Cornwall, UK, Sept 19, 2022 -- Cornwall Fire and Rescue Service's (CFRS) call operators have been backed by thousands after the prospect of the control centre being shut was put forward by the local council. On September 14, staff at the critical control centre, which takes 999 calls from across Cornwall, were told they might be losing their jobs.

CFRS management told staff that, as a money-saving exercise, it was considering outsourcing the critical control centre elsewhere. This could include giving the role to a call centre which wasn't part of a fire service.

The closure, which has not been firmly decided on, would happen by the end of March 2023. A petition pleading with Cornwall Council to block the proposal was started by John Rickard, who wrote on behalf of the Tolvaddon centre's staff.

According to Mr Rickard, the centre being moved out of Cornwall would put lives at risk. He said: "Help us to keep local knowledge at the forefront of responding to your community. On a daily basis, the call takers question people in a crisis about where they are, using the local knowledge to pinpoint exactly where the person is.

"Whether your house is burning down, you’re trapped in a car or your dog is down a mineshaft, do you think someone who is hundreds of miles away could know where you are truly?"

Mr Rickard went on that he fears that the closure could be the start of a slippery slope for CFRS. He said: "If this happens now, what’s next? - 999 calls taken outside of the UK? Privatise Fire Stations? Close fire stations? Hire in fire engines for the weekends?

"The team want to raise awareness and put this petition to Cornwall Council to block any such proposal."

He said the team answers over 59,000 calls per year, which include 999 calls. The staff behind this, Mr Rickard said, would be facing losing their jobs next year.

CornwallLive reported last week that the closure had not yet been confirmed. At the time, a source close to people in the service said: "This is a big mistake for Cornwall Fire Service, and a huge mistake for Cornwall," he said. "Cornwall residents, regardless of what CFO says publicly, will pay the price for this in a drop of fire safety.

"What [would the] August wildfires have looked like? How would the Malpas fire service have developed, if they are being managed and controlled by people hundreds of miles away with absolutely no Cornish knowledge? We are such a unique area of the country geographically.

"I really hope in the days to come staff in the service continue to make their voices heard both internally and publicly."

As well as this, the union which represents firefighters has firmly opposed the proposal. Guy Herrington, regional secretary for the Fire Brigades Union (FBU), said: "Cornwall Council must fund the service properly to ensure that the residents, and visitors to the county, receive a service that is fit for the 21st century, and that includes fire control. Central government funding cuts since 2010 are directly responsible for absurd decisions that fire and rescue services are having to consider.

"Shutting down the entirety of fire and rescue control is ridiculous, and no way to thank hard-working control staff for their dedication throughout the pandemic.

"Cornwall Council should be utterly ashamed of themselves for refusing to invest in a critical part of the service that ensure the safety of the public and firefighters, when they hold many millions of pounds in reserve. They are holding an axe above our members’ heads."

Mr Herrington echoed the sentiments of the other critics and said that local knowledge for call operators is essential for a functioning fire service.

CFRS chief fire officer Kathryn Billing said: "Cornwall Fire and Rescue Service has been looking at all areas of the service to make sure we are making the best use of public money, continually improve the service and ensure sustainability for the future.

"There is an ongoing project to review fire control (the function of taking 999 calls and mobilising fire engines to emergencies). Yesterday staff were talked through the scope of the project for the first time and made aware that one option the service is exploring is to move into a partnership with other fire services to deliver the call handling and mobilising function of control.

#contactcenterworld, @cornwallcouncil

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.cornwalllive.com


About Cornwall Council:
Company LogoCornwall Council (Cornish: Konsel Kernow) is the unitary authority for Cornwall, in England, United Kingdom. The council, and its predecessor Cornwall County Council, has a tradition of large groups of independents, having been controlled by independents in the 1970s and 1980s. As of the 2013 election, it is run by an Independent-Liberal Democrat coalition.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Multi Contact

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

Published: Wednesday, September 21, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
(read more)
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 34498 
The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1107 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1556 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =