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News : New Police Hotline to Create 200 Jobs in Ballarat, Take Load Off Triple Zero

#contactcenterworld, @serco_inc

Ballarat, Victoria, Australia, July 18, 2018 -- The operator of Victoria’s first police assistance line has been confirmed, with 200 jobs to be created at a Ballarat call centre.

Police Minister Lisa Neville said Serco Citizen Services would set up and run the hotline, which would allow triple zero to be reserved for crimes that require an urgent response.

"This will give all Victorians – no matter where they live – another way to report crime, suspicious behaviour or make general policing inquiries to keep communities safe," Ms Neville said.

"We’re another step closer to delivering a world-class police and emergencies services hub in Ballarat, which will support hundreds of jobs and drive investment in the region."

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Under the new system, calls to the police assistance line will be answered and triaged by a contact centre.

This will be run by staff and 32 police officers, who will take reports of such non-life threatening concerns as theft, property damage, neighbourhood disputes, noise complaints and party registrations.

Assistant Commissioner Debra Abbott highlighted the benefits of the project for the community.

"We know that almost 30 percent of calls to Triple Zero are for non-urgent matters and the Police Assistance Line is expected to divert some of these calls," she said.

"This will assist in freeing up resources that could otherwise be responding to time- critical calls."

The creation of the hotline brings Victoria into line with all other states and territories.

An online portal will also be available for the reporting of non-urgent crime. Both services are set to begin operating by the turn of the year.

Serco Citizen Services was awarded a $53.75 million pilot federal government contract last year to help reduce Centrelink call wait times.

#contactcenterworld, @serco_inc

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


About Serco:
Company LogoSerco’s Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco’s BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.
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Today's Tip of the Day - Customer Feedback

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

Published: Thursday, July 19, 2018

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2021 Buyers Guide Visual Communications

 
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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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