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News : Force Continues to Experience Demand in Contact Following Second Busiest Day on Record

#contactcenterworld, @staffspolice

Staffordshire, UK, Sept 14, 2023 - Demand in our force contact centre is continuing to increase after we experienced our second busiest day on record last week.

Emergency calls have been well above the expected levels since May and have been continuing to increase throughout the summer.

On Saturday (9 September) we took a staggering 1,000 999 calls in a 24-hour period. In the same week, we also exceeded the demand expected on New Year’s Eve on four separate occasions – making it one of the busiest weeks we’ve ever had in Staffordshire.

Despite this unprecedented demand, we’ve been working hard to answer the highest priority calls as quickly as possible. Our average time to answer 999 calls in August was nine seconds, which is within our target of ten seconds, despite calls being well above expected volumes.

It’s one of the many reasons why we’ve changed the structure in our control room, invested in our triage function to signpost callers to appropriate services and recruited extra staff members this year.

The recent demand increases saw significant numbers of misdialled, abandoned or pocket calls to 999 operators. Even if people don’t mean to call us or they change their mind last minute, our staff still need to make sure that they’re okay – which takes time.

If you know that you’ve dialled 999 by mistake, please give us a call and tell us that you’re okay. It could be the difference between us getting to someone in danger faster.

And, whilst we don’t want to discourage people from calling 999 in a real emergency, we’ve also been experiencing calls which aren’t genuine emergencies.

In July, we shared some examples on social media to highlight the challenges we are facing. One of these calls included a woman who dialled 999 because her drive had been blocked by a parked car. Another example included a group of young people who were repeatedly calling 999 as a hoax.

We will take action against those who are calling us maliciously. Last month, we applied for a criminal behaviour order for a person who was calling us, without reason, repeatedly.

Force Operations Chief Superintendent Emily McCormick said: "Officers and staff in our contact centre are dealing with an increasingly broad range of incidents on a daily basis which all pose their own unique challenges.

"One of the most important aspects of modern policing is that initial contact with a victim or vulnerable person.

"We’ve invested heavily in our triage function and digital contact services to help with this demand. We know there’s lots of work to do, but we’ve put steps in place to help us service this unprecedented demand as effectively as possible and provide the best possible service to our communities.

"If your call isn’t an emergency, please use alternative contact methods such as online and digital chat."

Staffordshire Commissioner for Police, Fire & Rescue and Crime Ben Adams said: "When people call the police, they expect their calls to be answered quickly and for the police to be able to deal effectively with their issues, which is why improving contact was an absolute priority in my police and crime plan.

"In recent months, callers will have noticed improvements to the way their call was handled with faster answer times and a more effective initial response.

"With the help of council tax payers, I approved additional investment into our control centre to improve call answering times, expand the specialist team and make improvements to the triage system put in place to better manage the risk to the individual.

"Despite the unprecedented demand on the contact centre, 85% of all calls are now answered within 10 seconds, placing the force sixth out of 43 nationally in June 2023."

#contactcenterworld, @staffspolice

Posted by Veronica Silva Cusi, news correspondent

About Staffordshire Police:
Company LogoStaffordshire Police is the territorial police force responsible for policing Staffordshire and Stoke-on-Trent in the West Midlands of England.
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Today's Tip of the Day - Scripting

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

Published: Monday, September 18, 2023

Printer Friendly Version Printer friendly version

2023 Buyers Guide Automation

1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

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.


Voice to Digital Connect, Agent Guided Workflows
Cielo helps companies improve customer service experiences in the voice channel by connecting them to ai digital journeys that resolve issues.

Voice to Digital Connect works in the IVR and gives mobile customers the option to skip the wait and connect to an ai chatbot that is built to resolve specific low-touch repetitive issues.

Guided workflows automate the many steps agents need to take to resolve a customer issue with AI-powered procedures, all within one agent-guided screen. It integrates directly onto the agent’s desktop with digital applications that create a hybrid voice + digital experience that reduces AHT and improves first-call resolution.

Our Applications support en...
(read more)


Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

eGain Corporation

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


Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

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:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

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