Watch Back Today

In this 40-minute session, we look at the challenge facing 999 contact centres in managing operational capacity caused by a high volume of non ‘critical’ calls.

Many control rooms rely on human engagement to determine threats, risks and harm. The detail of these non / less critical calls isn’t routinely captured so it is difficult to understand the true impact that this is having on service.

We show you a way of gaining a full picture of why people are contacting you, identify those calls which could be handled by other numbers such as 111 or where self-service may be appropriate, freeing up your call handlers to quickly deal with the ‘critical’ calls.

Complete your details here to get the recording of the session.