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News : #Not999 Spotlight on Inappropriate 999 Calls

#contactcenterworld, @westyorkspolice

Eccleshill West Yorkshire, UK, July 13, 2020 -- In the latest spotlight on #Not999, West Yorkshire Police has released clips of inappropriate 999 calls.

In a series of clips, 999 phone lines were blocked with calls from people trying to get into a casino, retrieve a parcel and asking if Police could help to turn electricity back on in someone’s home.

West Yorkshire Police will release a series of clips every Sunday (From 12 July) on social media, highlighting just some of the ridiculous reasons why people choose to ring 999, in hopes of driving traffic down to the emergency line and to make sure that call handler’s time isn’t being wasted.

Tom Donohoe, Senior Contact Manager for West Yorkshire Police, said: "The 999 line should be used when there is a crime in progress or a threat to life. In those situations, seconds could mean the difference between officers catching a suspect at the scene or them getting away and ultimately life or death.

"Our call handlers do try to be patient and appreciate that not all inappropriate 999 calls are hoaxes and that many are driven by mental health issues or a lack of awareness, that is why we all have a part to play in educating ourselves and others. They are all too aware though that every second they spend on the phone to someone who is not experiencing a real emergency, is vital time that they are not helping someone who is really in need.

"Before calling 999, you need to ask yourself, are you reporting a crime that is happening right now or is someone’s life in danger? If the answer isn’t yes to either of these questions then you should be looking at alternative contact methods."

West Yorkshire Police is also continuing to highlight what the police should and should not be contacted about and options for doing so.

"It’s pretty obvious to everyone that the police are not the right people to phone to order a cheeseburger but there still remains misconceptions about when you should contact the police.

"Flytipping and noise nuisance for instance are a matter for your local council not the police; most damage only collisions don’t require any police involvement and need only be reported to your insurance company.

"Even for legitimate police matters, rather than phoning the non-emergency 101 phone number, there are a lot of options online to find out information, get progress on a case, report an offence or anti-social behaviour or to make contact with an officer," Mr Donohoe added.

Some of the examples where you can ‘click before you call’:

Local Crime Tracker

The Customer Contact Centre handles an average 2,800 101 calls a day. Around 20 per cent of these calls are from victims of crime looking for an update on their investigation or contact details for the officer investigating. West Yorkshire Police introduced the Local Crime Tracker in 2014 which allows people to find out the status of their investigation by searching by their unique crime reference number. The tracker is due to be improved shortly with victims being able to request further information through the system which will tell them when the officer handling their investigation is next on shift. The Force is also working hard on our commitment to keeping the public informed about their report

101 Live Chat

Members of the public can have a two-way conversation with a member of the Customer Contact Centre team by using the 101 Live Chat system on the West Yorkshire Police website. The benefit of using this system is that a Contact Centre Agent can provide assistance to a number of people at the same time, rather than being engaged on one phone line, and for quick queries, it is an ideal way to beat the queue.

Ask the Police

West Yorkshire Police has recently signed up to askthepolice.uk which offers answers to frequently asked questions to the police. Residents are urged wherever possible to check on the website or mobile app first to see if they can get an answer to their question without needing to contact the police.

Online crime reporting

While 101 can be used to report crimes, there are also options to report crimes on the West Yorkshire Police website. There are dedicated forms for reporting anti-social behaviour, nuisance bikes and hate crime. 999 should always be used to report a crime in progress or if there is a threat to life

West Yorkshire Community Alert

West Yorkshire Police launched a new messenger system ‘West Yorkshire Community Alert’ in May which enables members of the public to keep in touch with local police updates. People can sign up for updates from their NPT or Neighbourhood Watch contacts, or join a number of specialised community interest groups such as business watch, dog walkers, motorists or crime prevention.

#contactcenterworld, @westyorkspolice

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.westyorkshire.police.uk


About West Yorkshire Police:
Company LogoWest Yorkshire Police is the territorial police force responsible for policing West Yorkshire in England. It is the fourth largest force in England and Wales by number of officers, with 5671 officers.
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Today's Tip of the Day - Plan Training In Advance

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

Published: Tuesday, July 14, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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