What Contact Centers Can Learn from Public Safety
To the harried managers of a modern high-octane commercial contact center, it might seem like nothing could be more urgent than squeezing every last drop of efficiency and productivity out ofoperations. But they would be wrong.
There is an environment in which the stakes are higher, where delivering top-notch “service” is a number one priority for the organization. That is in the public safety sector, where callers are people in intense distress and the dispatcher is literally providing them with a lifeline. Operationally speaking, public safety centers are close cousins to commercial contact centers: they both rely on intelligently processing a high volume of inbound contacts at the lowest possible cost that is consistent with the highestavailable level of service. The standards for service may differ, but the mechanics of how they do it are quite similar.
This Ovum white paper, sponsored by Higher Ground, explores how in some key respects, business centers can leverage the best practices of 911 emergency response centers that handle matters of life-and-death with a consistently high performance level.
Like commercial centers, public safety dispatch centers face serious cost-control and budgetary limitations (in this case because they are funded by government agencies). “Doing more with less” is standard operating procedure in the public environment. These centers have learned to maximize the value of essential tools, like call recording, to carefully balance their dual missions of safeguarding lives and taking care of public funds.
This Ovum white paper, What Contact Centers Can Learn from Public Safety sponsored by Higher Ground,