Emergency Services Solutions
The Right Staffing is Key to High-Quality Public Service
For emergency services, ensuring proper staffing is not just an issue of meeting service level objectives; it is frequently an issue of preserving life and property. The public relies on police agencies, fire departments and ambulance services to quickly respond to calls for assistance. An emergency service contact centre represents the face of the organisation and has a huge impact on public perception and confidence in the service provided.
Forecasting these demands and ensuring adequate staff are scheduled to rapidly respond is essential to satisfying the public’s expectation for superior service however; it is a challenge to balance mandated Key Performance Indicators (KPI’s) with the need to create efficiencies in the delivery of the services.
GMT Planet™ Provides Unique Benefits
Handling emergency calls requires special skills. Callers are frequently panicked, distraught or frantic. Grace and calm under pressure is of paramount importance. GMT Planet’s skills and proficiency based scheduling ensures that the right number and the right type of emergency services staff are scheduled at the right time. Calls can be answered promptly, reducing the time required to respond in time-critical emergencies.
The emergency services environment offers one of the toughest challenges for contact centre management. Increasing call numbers coupled with Government drives to achieve commercial benchmarks in terms of response times and quality, has led to a review of contact handling and workforce management goals such as:
- Providing strategic planning tools to meet key performance indicators
- Driving forecast accuracy to match resources to demand
- Reacting to events rapidly with sophisticated intraday management tools
- Delivering real-time adherence
- Reducing abandoned calls
- Increasing public satisfaction
- Reducing overtime costs
- Reducing staff attrition
- Increasing flexible working and self-service options for staff
Scheduling public safety staff poses some other challenges that are rarely found in other call center environments. Working split shifts is common. Frequently staff handling public safety calls is allowed to work no more than a predetermined number of hours in a specified time period. GMT Planet provides a robust, flexible scheduling rules engine that ensures staff are scheduled in compliance with these work rules.
GMT Planet™ workforce management has successfully enabled emergency service contact centres to deliver against all of these goals – improving public satisfaction, reducing costs and increasing staff motivation and retention.
Delivering On The Promise
GMT call center solutions are supported by a full range of professional services, training services, and support services to ensure a successful technology deployment. GMT is known for a performance based approach to project delivery and has been ranked by analysts as having the highest end user satisfaction and among the lowest total project costs.
Emergency Services Customers using GMT Planet
GMT already has a proven track record of supplying, delivering and implementing workforce optimisation solutions to the UK Police Service contact centre environment. Our clients include West Midland Police, Humberside Police, South Yorkshire Police and Norfolk Constabulary.
West Midlands Police relies on GMT Planet to reduce overtime and staff turnover as well as improve public satisfaction with call handling. Read More
Click here to download the Emergency Services brochure. (pdf)
