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News : GMP Urge Public to Report Online Following Increased Demand on Call Takers

#contactcenterworld

Manchester, UK, June 7, 2021 -- Officers are urging the public to think before dialing 999 for non-emergency matters and report them online following another weekend increase of calls.

Greater Manchester Police has seen a large increase in operational demand across the region.

The combination of lockdown easing, half term holidays resulting in reduced numbers of people away on holiday and the sunny weather have arguably resulted in a rise in calls.

The number is even greater than last weekend and is a significant increase of 32 per cent compared to normal call patterns, in particular those seen only in March this year.

A total of 7,024 999 calls were received last Friday, Saturday and Sunday and based on the numbers of calls from yesterday (Friday, June 4 - 2,185 999 calls) it is highly likely the pattern will be matched this week, seeing in excess of 7,000 calls per day.

At certain times, up to 60 per cent of 999 calls are not an emergency - causing significant delays in Greater Manchester Police responding to emergency calls effectively.

The public can report a crime or information online by visiting: www.gmp.police.uk and clicking 'Report' or by speaking to a call taker using the LiveChat service on the bottom right of the homepage screen 24 hours a day.

Crime reference numbers and other queries can also be dealt with online and will help to ensure those in an emergency can speak to our call takers faster.

Assistant Chief Constable Nick Bailey said: "Our call centre is a vital service and all of our call takers work extremely hard to answer thousands of calls every single day.

"The easing of restrictions and the sunny weather will inevitably lead to more calls but there are still a large number of calls that could be resolved quicker by using our online services.

"We're also urging the public to consider whether their query or non-urgent matter can wait until after the weekend if appropriate as the number of calls are expected to continue throughout the weekend.

"The message is clear - if it's not 999, report it online."

GMP's online reporting services are a convenient and effective way of making reports and can be easily accessed online.

#contactcenterworld

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


About Greater Manchester Police :
Company LogoGreater Manchester Police is the police service responsible for law enforcement within the metropolitan county of Greater Manchester in North West England.
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Today's Tip of the Day - Anticipate Volatility

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

Published: Tuesday, June 8, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

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.

2.) 
OpsTel Services

SPEED & PLUS
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)

3.) 
Vads

VADS Business Continuity Plan
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.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
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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