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News : Frustrations Continue Over South Yorkshire’s Hard-pressed 101 Police Contact Service

#contactcenterworld

South Yorkshire, England, Nov 27, 2019 -- When the ‘Smart Connect’ system went live a year ago average waiting times for those making non-emergency calls to the force plunged from more than half an hour to less than six minutes.

But the county’s Police and Crime Commissioner, Dr Alan Billings, told residents who attended a public meeting to complain recorded crime was down only because they were unable to contact police the current average delay is now nine minutes.

While that remains a huge improvement on the old system, which relied on various elements of old technology which had been lashed together over many years, it reveals the system is again deteriorating from a public perspective.

Police are currently undertaking a review of the way their Atlas Court call centre operates to try to find practical solutions to increasing demands, a difficult task because they would need around 140 extra call handlers to provide an optimum service at peak times – a cost the force cannot afford.

Dr. Billings faced pressure from residents in the Barnsley village of Shafton when he attended a meeting of their parish council, facing blunt accusations that the new 101 system had been a waste of money and that some people had simply stopped attempting to contact police.

He was told by one audience member the investment had been a waste and "You need to ask for it back because it is failing.

"People are not using it because they know they wait 30, 40 or 50 minutes to get an answer. It has not improved, it has got worse."

Dr Billings said increasing demand on the 101 system was a national problem, with one force recently temporarily closing the system down because it was so overburdened.

"It is a complex problem in South Yorkshire. One is the business of demand, which is national. Demand goes up and up, year on year.

"The second thing, we had a system that was 15 years old and kept failing."

That has now been replaced and other technologies have been introduced to allow residents to contact police by email, social media or using a telephone call-back system at busy times.

However, the issue of numbers still had to be tackled, he said: "We have a problem with demand. The main thing we have to tackle is getting calls out of the system which are nothing to do with crime or anti social behaviour and nothing police can do anything with.

"You would be astonished at how many there are. We have somehow got to educate people not to make these sorts of calls.

"The more other parts of the public sector have given up giving out numbers, the more that has increased.

"Police themselves have to understand what happens if they don’t do what they say they are going to to do. If a police officer says they will come to see you at 2pm and they don’t turn up, at 2.15pm someone is calling 101.

"We have to get that out of the system, that is a matter for the police, to understand the consequences.

"Last week the average call time was nine minutes. There may be some on for an hour but others will be answered instantly."

He was told from the audience: "I believe there has been very little improvement. The reason it is nine minutes is because people are putting it (the telephone) down."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thestar.co.uk


Today's Tip of the Day - Sporting Occasions

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

Published: Thursday, November 28, 2019

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2021 Buyers Guide Business Continuity

 
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CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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The SPEED solution solves for service level issues while cost optimizing the environment with automation.

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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
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(read more)
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VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
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Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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