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News : Frustration over Long Waits for Police 101 Callers

#contactcenterworld, @sussex_police

Sussex, UK, Feb 13, 2018 -- The Sussex Police and Crime Commissioner said she was ‘increasingly frustrated’ by how long it takes for some 101 non-emergency calls to be answered.

Katy Bourne was speaking at a meeting in Worthing town hall, where she took questions from councillors on a variety of policing matters.

Joss Loader (Ind, Marine) told Mrs Bourne that residents had reported waiting between 45 minutes and an hour for their call to be answered – with many giving up completely.

Ms Loader also asked how reported crime figures could be seen to be accurate if people were unable to even get through.

Mrs Bourne told members that there had been an increase in the number of people reporting their issues online, but added that money from the coming council tax increase would be used to address the problems with the 101 service.

Describing contact with the public as ‘absolutely fundamental’, she added: "For a lot of people, the first time they ever come into contact with a police officer is over the phone so that 101 non-emergency number is absolutely key.

"I have been increasingly frustrated, as have many members of the public, with the call handling times."

It was an issue she raised with Deputy Chief Constable Jo Shiner at a performance meeting before Christmas.

A report to the meeting said that, in October, more than half of 101 calls had been abandoned and calls that did get through were taking longer to deal with.

The average completion times for October and November were 20 minutes 23 seconds and 12 minutes 25 seconds respectively.

DCC Shiner also reported that some mobile phone companies had a cut-off point where they ended calls after a certain number of rings.

Mrs Bourne told the Worthing meeting that a lot of the problem could be solved by ‘having enough people to pick the phones up’.

In an interview with a local paper last summer, Chief Superintendent Jane Derrick said the call centre dealt with 70,000 calls each month, including 999 and 101 calls as well as monitoring CCTV cameras.

DCC Shiner reported that 430 people were needed to run the control centre properly and 424 were currently employed, with some of them still in training.

The level of staff turnover was reported to be high, often because the staff moved on to other roles within the force.

She said: "There is no doubt that we do need an increase of resources to cope with the increased demand."

Mrs Bourne added: "I would hope that, with the increase in funding now, we will start to see improvement in this.

"We are very aware of what’s happening and measures are afoot to put it right."

How to contact Sussex Police:

Call 999 in an emergency when a life is threatened and there is imminent danger (a crime is happening).
Call 101 when you don’t require an urgent response.
Report online 24/7 for reporting any number of things, including crimes.
Contact your local prevention team by email or phone for matters in your community.
Visit your local police station.
Text 65999 or TypeTalk on 18000 if you are hard of hearing or speech-impaired.

#contactcenterworld, @sussex_police

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.spiritfm.net


About Sussex Police:
Company LogoSussex Police is the territorial police force responsible for policing the county of Sussex in southern England (which for administrative purposes is split into East Sussex, West Sussex and the city of Brighton and Hove). Its headquarters is in Lewes, East Sussex.
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More Editorial From Sussex Police

Published: Thursday, February 14, 2019

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
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.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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