Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

News : More Than 2 Million Adults Don’t Know When to Call 999

#contactcenterworld, @BT

London, England, Sept 9, 2019 -- Adults in the UK have, on average, called the 999 emergency number twice in their lives, according to a new survey.

The poll, commissioned by BT, reveals that most calls to the 999 number are now made from a mobile phone. More than 3 in 5 (62%) adults have made a 999 call from a mobile, compared to only just over half (54%) making the same call from a landline.

The survey has been published by BT to mark this year’s 999 Day [9 September], an annual celebration of the work of emergency services across the UK. Six BT call centres handle all the UK’s 999 calls in Northern Ireland, Scotland, Wales and England, passing calls to the relevant emergency service.

The number of 999 calls handled by BT has increased significantly in recent years, jumping from around 25 million calls a year in 2000, to close to 33 million calls last year. Over a quarter (27%) of adults believe that there were less than 10 million 999 calls made in the last year.

The poll of adults across the UK, conducted by Opinion Matters, showed that many people are not clear when to call 999 or 112, and when to call non-emergency numbers such as 101 and 111. 4% of UK adults (2.1 million) said they don’t know when to call 999. Only around a third (36%) know that they can call 101 for a non-emergency police issue. Women are more likely than men to know they can call 111 in a medical non-emergency, with half of UK women (52%) knowing when to call 111, compared to under 2 in 5 (38%) of men.

Ring2 Dashboards & Wallboards Free Trial

More than half (54%) of UK adults also did not know that smartphones can now provide the exact location of a 999 caller by sending an automatic text to the 999 call handler. The majority of mobile phones (70%) – including Android and Apple smartphones – can now detect that an emergency call is being made, and sends the caller’s precise GPS position to within three metres to the 999 service during the call. This can help emergency services get to incidents more quickly and save lives.

Geoff Hickman, Head of Voice Services at BT, said: "We are now handling record numbers of 999 calls each year. There may be several reasons for this, but it’s clear from the survey that not everyone knows when to call the emergency number, and when to call the range of non-emergency numbers.

"With nearly 80% of people now using a smartphone, we have a lot of people carrying potential life-savers in their pockets. Using a smartphone’s location service, our call handlers can now pinpoint a 999 caller to within three metres in seconds. This could mean, for example, being able to tell which side of the motorway the call has come from, helping an ambulance get to a scene ten minutes earlier, which is potentially life-saving.

"Our call handlers and emergency services do phenomenal work, so anything we can do to help them respond more efficiently, and potentially save lives, has to be a good thing."

Viv Horton, Station Manager Control, at North Yorkshire Fire Service, said: "Call handlers are a vital part of the 999 emergency service. The Advance Mobile Location system, which is used daily in our control room, allows us to quickly locate people and reassure them that we know where they are. This in turn means we are able to send fire engines to incidents more quickly."

Notes

The research was conducted by Opinion Matters, with 2,005 nationally representative UK Adults between 30.08.2019 - 02.09.2019. Opinion Matters abides by and employs members of the Market Research Society which is based on the ESOMAR principles.

In the past year, BT’s call centres handled around 33 million calls at an average of 93,000 per day. Of those calls connected to the emergency services, 49% were for the Police, 47% Ambulance, 4% Fire and less than 1% for the Coastguard. Calls answered in the last year by BT call centre locations: England: 9.1m; Scotland: 11.4m; Wales: 5.5m; N. Ireland: 7.1m.

Nearly 70% of 999 calls in the UK are now made from a mobile, working out at 17 million calls a year or 45,000 a day. According to , 79% of UK adults are now using a smartphone, up from 39% in 2012

Before the introduction of mobile phones, the vast majority of emergency calls were made from landlines, with callers having to provide their locations to the operator. While most landline calls can now be traced electronically to an address, this is often only accurate to a certain wide area.

Advanced Mobile Location (or AML) is an emergency location-based service developed by BT and is available on smartphones that, when a caller dials the emergency telephone number, sends a text with the location of the caller to the emergency call takers in real-time.

The number 999 was launched in London on June 30, 1937. This was after a fire at a London doctor’s surgery in November 1935 led to the tragic death of five women, a committee was then set up by the government to look at the problem of how telephone operators could identify emergency calls. This then resulted in the setup of the 999 line.

Alongside BT’s role handling 999 calls, BT’s EE is working with the Home Office to provide Britain’s Emergency Services with an enhanced, resilient 4G national mobile network, giving 300,000 critical emergency workers prioritised access to voice and data for the first time. 

#contactcenterworld, @BT

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


About BT:
Company LogoBT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Motivation

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

Published: Tuesday, September 10, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8925 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =