West Yorkshire, England, Jan 7, 2019 -- More than 2,000 emergency calls were handled by West Yorkshire Police's Customer Contact Centre on New Year's Eve - including some from people asking for a lift home.
The force revealed that 2,030 calls were made to the 999 emergency number between 7am on December 31 and 7am on January 1.
This was up by 23 per cent compared with the same day in 2017, meaning an extra 380 emergency number calls. This was despite 97 of these calls being ‘pocket dials’
In the first five hours of New Year’s Day 855 calls were made to the 999 number.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
In total the Customer Contact Centre dealt with 4,336 contacts.
The average queue time on New Year's Eve into New Year's Day for people facing an emergency situation was four seconds and no 999 calls were abandoned. The force has not abandoned a 999 call for the past 17 months.
Tom Donohoe, Senior Contact Manager for West Yorkshire Police, said: "New Year’s Eve is always a very busy night for the Customer Contact Centre and it was especially busy this time.
"We have to treat each 999 call as a genuine emergency – so we have to presume that the caller is someone facing a serious situation in their life and needing our help, quickly.
"Our call handlers have to investigate every call – and that includes ‘pocket dials’ and people calling in for a lift home - yes, we really had calls to taxi people home.
"Despite this demand for service our call handlers coped extremely well – they are some of the ‘unsung heroes’ of the force – they are usually the first person someone speaks to when they are facing a terrible time in their life.
"I want to take this opportunity on behalf of the Senior Leadership Team to thank them for their work throughout 2018 – a year which has seen unprecedented demand on the Customer Contact Centre – culminating in a particularly busy New Year’s Eve."
During New Year’s Eve the Force handled
- 109 domestic violence based calls
- 116 violence against the person calls
- 127 concern for safety calls
Posted by Veronica Silva Cusi, news correspondent
About West Yorkshire Police:
West 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.
Published: Tuesday, January 8, 2019
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|3.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.
- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates
Putting the right person in the job role has become the key focus in the drive...
|6.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation