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News : Shropshire's Police 999 Call Centre to Close with Calls Taken in Worcester

#contactcenterworld, @wmerciapolice

Shropshire, UK, March 21, 2018 -- A police 'restructuring' will see the closure of West Mercia Police's Shropshire control room.

It means 999 calls will no longer be dealt with at the site at Battlefield in Shrewsbury.

Instead, call handlers working from Worcester will deal with calls to West Mercia Police.

The changes will come into force from April 1, according to sources in the force.

Staff working at Battlefield were asked if they would move to Worcester. Only three took up the offer and it is understood12 further members of staff have chosen to take redundancy at the end of the month.

It is understood 18 people have agreed to stay on as a call taker to cover the shortfall until August.

Worcester's two control rooms currently cover Worcester, Kidderminster, Pershore, Evesham, Malvern, Droitwich, Bromsgrove and Redditch.

Five divisional radio bays will also be managed by the Worcester Control room. Calls coming in to the control room are passed to geographic 'radio bays' where they are then allocated to officers on the beat.

The Shropshire Star understands that it is normal practice for at least two people to be on each of the five radio bays 24 hours a day, with further people on each bay to cover staff sickness and leave.


The north control room in Worcester is set to close and sources within the force say there are fears that the south Worcester control room will not have enough trained staff to run the bays.

The force is in the process of employing new staff. However they will be employed initially as call handlers and only when they have completed their training will they become a dispatcher.

Superintendent Emma Bastone, from West Mercia Police, said "Our two new purpose-built operations communications centres at Hindlip, Worcester and at Warwick Technology Park will bring major improvements in our ability to respond to incidents.

"Full consultation is ongoing with call handling staff at our current centre at Battlefield, with a number of staff planning to relocate to the new OCC at Hindlip. We are committed to protecting people from harm, and these new centres will help us to achieve this and ensure the public gets the right service first time."

One worker, who wished to remain anonymous, said: "West Mercia are cutting corners. Staff who have only been employed for a short time are being used to train new members of staff and also being allowed to become dispatchers earlier because of the staff shortfall.

"Even more worrying is the fact that staff are being allowed to train as a dispatcher but in some cases they are only receiving two weeks training before they are being allowed to qualify as a fully trained dispatcher and manage a radio bay alone.


"Lack of training, inexperience and poor supervision puts not only the officers' lives in danger but also members of the public.

"Shropshire and Telford divisions will be managed from the south control room where even the supervisors don’t know Oswestry from Bridgnorth. It’s very worrying."

Police and Crime Commissioner John Campion said: "£23.5million has been invested in the new state of the art shared OCC facility, which will bring a better service for the public in communities right across West Mercia.

"The significant improvements around technology, telecoms and estate will allow a more effective and efficient response to emergencies, with the public getting the right help at the right time."

#contactcenterworld, @wmerciapolice

Posted by Veronica Silva Cusi, news correspondent

About West Mercia Police:
Company LogoWest Mercia Police, formerly known as West Mercia Constabulary, is the territorial police force responsible for policing the counties of Herefordshire, Shropshire and Worcestershire in England.
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Today's Tip of the Day - Think About Demotivating Your Staff

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

Published: Thursday, March 22, 2018

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2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

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


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

PCS Software

Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

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