News : Memphis 911 Call Center to Add New Jobs
Memphis, TN, USA, Feb 2, 2016 -- What you need to know about the status of Memphis' 911 call center:
Memphis' 911 center fails to meet national standards, which requires answering 95% of calls within 20 seconds.
After an analysis of the 911 center, it was discovered that the technical team can't address issues efficiently. Analysis also found there are not enough employees to field calls.
The short-term plan is to add 30 new part-time call-takers, training three full-time staff members to assist the technical team.
In 2015, the Memphis 911 dispatch center failed to meet the national standard for answer time, which requires answering 95 percent of calls within 20 seconds, according to Chief Operations Officer Doug McGowen.
According to quantitative data released by the city Tuesday, the city only meets the national standard 50 percent of the time. Dispatchers failed to meet the standard in every month of 2015.
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
At the Memphis City Council meeting Tuesday, McGowen released an analysis of the problems at the dispatch center, and a short-term plan to address the issues.
According to the analysis, the city doesn't have the technicians needed to address interruptions and breakdowns efficiently. It also doesn't have enough employees to field 911 calls at peak hours.
To address the issues, the city will hire 30 part-time employees. They're expected to be trained and working by May of this year, McGowens said. The city is also hiring three full-time employees to assist with technical problems that arise.
A long-term plan will be introduced to the City Council for consideration in May.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Do You Divert Calls Between Offices?
Published: Wednesday, February 3, 2016
|Competence Call Center|
CCC is a BPO companies in the field of Customer Care in Europe and has been offering high quality international customer care solutions for 19 years. More than 5.500 service professionals at 18 locati...
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s...