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News : Lexington County Emergency Services in Need of More First Responders

#contactcenterworld

Lexington, SC, USA, Nov 24, 2021 -- A staffing shortage is impacting Lexington County's Emergency Management Services. The agency is looking to fill multiple positions, from 911 telecommunication operators to emergency medical technicians.

The county's call center is normally staffed with 12 people per shift, but with staffing shortages, they're operating with around six operators each shift.

"We are experiencing mandatory callbacks now," said Ronni Collins, 911 call center captain for Lexington County. "Two hours we need an extra person, then two hours in the morning, we need an extra person. We’re staying over for them. So, some of us are working 14-hour shifts some days."

"It does add a little stress on people," Collins said. "We are wanting people to come in here so we can train them."

Nikki Rodgers is the chief of communications for Lexington County. She told News 19 the workload increases for everyone in the call center.

"The phones are still getting answered in a timely manner, that we like to get them answered, 10 seconds or less, 90% of the time. However, that means each call taker is having to answer more calls."

Rodgers said the shortages is causing a domino effect for the call center.

"It rolls over to our dispatchers," Rodgers said. "So, now not only are our call takers answering the phone, but our dispatchers are having to answer phones and talk on the radio at the same time. So, that workload increases for everybody on the floor."

The county's EMT and paramedics team is also experiencing a staffing shortage.

"We are maintaining our response times pretty consistently," said Brian Hood, EMS chief with Lexington County. "We do have folks that are working a lot more overtime than usual."

Hood said they are looking for 15 certified emergency medical technicians (EMTs) and paramedics. According to the county's application system, pay starts at $19.21 an hour.

"We have reached out to many folks in many agencies, different organizations," Hood said, "folks retiring from the military who may have medical training from their military service."

To help with the staffing shortages, Lexington County is holding a job fair on Dec 1, from 8 a.m.-11 a.m., and again at 4 p.m. to 7 p.m. The Emergency Services job fair will be held at the county's operations center (432 Ball Park Road, Lexington, SC 29072).

Some available positions are:

Firefighter / Holding Current IFSAC Firefighter Certification
EMT and Paramedic / Holding Current National Registry Certification
911 Telecommunications / No Experience Necessary

#contactcenterworld

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


Today's Tip of the Day - 100% Recording

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

Published: Friday, November 26, 2021

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2024 Buyers Guide IVR

 
1.) 
Premium Listing
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.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

6.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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