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News : Record Number of Call Handler Recruits Join GMP

#contactcenterworld

Manchester, England, Sept 5, 2022 -- Greater Manchester Police (GMP) has welcomed its largest ever intake of new call handlers after being placed in Special Measures.

The force has 54 new handlers at Sedgley Park Training Centre who are undergoing an intensive seven-week training course ahead of joining colleagues in the Force Contact Centre (FCC) which is the first point of contact for victims of crime and people in crisis.

The recruitment drive comes in the wake of one of the most challenging periods in GMP’s history, when the force was placed in Special Measures in June last year. At the time, it was identified the force was not responding appropriately to victims of crime and during the peak summer period of 2021, 999 callers were waiting on average 89 seconds for an answer.

At the end of August this year, during the period of highest demand - FCC averaged just 9 seconds to answer emergency 999 calls, which is within the national target set at 10 seconds.

Chief Superintendent Chris Gibson of GMP’s Force Contact Centre said: "The last year has really shone a light on the extraordinary efforts of our workforce and their determination to provide better service for our communities and the people who need it most."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.theoldhamtimes.co.uk


About Greater Manchester Police :
Company LogoGreater Manchester Police is the police service responsible for law enforcement within the metropolitan county of Greater Manchester in North West England.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Tuesday, September 6, 2022

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2024 Buyers Guide Speech Technology

 
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.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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