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News : Records Broken as Police Assistance Line Adapts to New Role

#contactcenterworld

Melbourne, Australia, May 21, 2020 -- The number of Victorians calling the Police Assistance Line hit a record high last month due to an influx in reports relating to breaches of the Chief Health Officer (CHO) directions.

Initially designed for reporting non-urgent crimes, the Police Assistance Line took on an entirely new function at the start of the coronavirus pandemic when the community could report breaches of the CHO directions.

The result was a 30 per cent increase in calls to the Police Assistance Line – with 102,034 calls received in April compared to 70,983 in March.

The information collated has been provided to Operation Sentinel which is focused on enforcing directions of the CHO.

Inspector Steve Towers said the service also directly assisted frontline police by handling reports of a non-urgent nature freeing up members to attend emergencies.

"For every call that we take, we hand precious time back to our frontline police who can focus on being out in the community responding to and preventing crime," Insp Towers said.

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"It also means the community can connect with police without having to leave their home or attend their nearest police station. They can have their call answered in minutes and their reports taken without delay.

"Before the pandemic, our most common reports were in relation to theft of motor car, theft from motor car, lost property and theft, and we would receive around 2500 calls a day," Insp Towers said.

At the peak of the pandemic the Police Assistance Line and Online Reporting averaged between 3500 and 11500 calls a day, with by far the most common call types relating to coronavirus breaches.

Extra staff were recruited in late March to assist with the expected influx along with 12 members of the Australian Defence Force who were brought on board to assist with urgent calls.

"Although the service wasn’t set up to assist in state-wide emergencies, we’ve managed to make a real difference, such as during the bushfires when we recorded residents who were looking to be returned to Mallacoota," Insp Towers said.

"As a result of this, we were asked to take reports relating to coronavirus breaches and we had to set it up in quite a short amount of time. SERCO who are contracted to run the contact centre helped to make this happen.

"It’s a sign that we’ll be able to adapt to new trends in the future and provide a service that meets the needs of our community.

"If we can do our part to help people in our community, then we can go home at the end of each day feeling very satisfied."

"Our core business of taking non-urgent crime reports is very much a part of what we continue to do, and we encourage people to keep reaching out by either calling or reporting online."

The community can continue to report non-urgent crime and events, as well as breaches of Chief Health Officer directions by calling the Police Assistance Line on 131 444 or submitting an online report

#contactcenterworld

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


About New South Wales Police Force:
Company LogoThe New South Wales Police Force is Australia's oldest and largest police organisation and one of the biggest in the English speaking world.
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Today's Tip of the Day - 5 Ways To Start Motivating Agents Today!

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Published: Friday, May 22, 2020

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2020 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
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.
PH: +1 512-872-7565

3.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

10.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 

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