#contactcenterworld, @Telstra

Brisbane, Australia, July 12, 2017 -- Have you ever wondered what happens when you phone 000, and who the people are on the other end of the phone?

Every 000 call is first sent to Telstra, and then to Queensland’s major call centre at Kedron, staffed by hundreds of emergency medical dispatchers, also known as EMDs.

Staff are divided into two teams — call takers and dispatchers.

Call takers handle the incoming 000 calls while dispatchers are responsible for organising ambulances.

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EMDs make the trek to Kedron from as far north as the Sunshine Coast, and as far south as Ipswich.

The centre can receive up to 1000 calls a day, and EMDs about 40 calls a day. Some calls are routine, but there are those tragic moments when a call taker will be on the phone to hear someone’s last, dying breath.

Naturally those calling 000 can be quite panicky, with mothers of young children often the worst.

There’s no doubt the job can be highly stressful and emotionally draining, so counsellors are always available.

Staff take breaks every two hours.

The hiring process is designed to test workers in high-pressure situations through example phone calls.

Before EMD staff handle phone calls by themselves, they undertake seven weeks of training and four weeks of one-on-one mentoring.

HOW IT WORKS:

¦ The call centre can take as many as 1000 calls each day
¦ Individuals take about 40 calls each day
¦ 10-11am is peak for weekdays, with Friday and Saturday nights the busiest time on weekends
¦ Staff go through stress tests before being selected
¦ They then have seven weeks of training and four weeks of mentoring
¦ Staff must have breaks every two hours

#contactcenterworld, @Telstra

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.couriermail.com.au