Working in a 911 call center is not for the faint of the heart. At a moment’s notice, you can be put into a situation that can actually mean life and death. Through rigorous teaching and a strong directive, these dispatch hubs are able to make sure that each phone call that comes through is responded to by emergency officials with incredible speed. Here are some of the ins and outs you may not have known about 911 contact center operations.
911 call centers are not like a standard customer service operation. Phone calls need to be handled in a matter that is expeditious but also takes time to get all of the necessary information required to provide emergency officials. In these instances, a live call can drop or something can be happening at the scene that cuts off information. With a phone number search, a call operator is able to try to reconnect with the caller. Advanced technologies can also use GPS location to pinpoint where the call is coming from if it’s coming from a cell phone rather than a landline.
While some situations can be rectified immediately, others require a cool hand and a calming presence for the caller on the other end. A live agent needs to work to get the information needed to properly dispatch police, fire, or EMTs to the scene. Those at the scene may be in hysterics, leaving contact center agents unable to understand what’s being said. That’s why agents are usually very direct in what they need, commanding focus on the line to make sure that the dialer gets the assistance they’re seeking.
When operating in big cities, a large call center is needed to handle an influx of 911 calls on any given day. Most emergency l operations rely on predictive dialer technology to deal with a number of outbound calls daily. This allows call operators to handle the queue in an efficient amount of time, maintaining proper functionality in response time. Predictive dialing software helps call centers keep tabs on statistical algorithms that will determine where most calls come from within a 24-hour period, or over a month.
From there, emergency dispatch operations are able to properly place call center agents to handle calls out of a given ZIP code. This allows for available agents to garner personal information to get authorities to the scene sooner, even in situations of unanswered calls and busy signals. These systems are also sure not to bombard an agent, utilizing call progress detection to make sure that one phone number is dealt with before moving on to the next number.
Some emergency dispatch outlets have expanded their capabilities from mobile devices by even allowing texts to come in to alert to situations. However, call center agents are tasked with the same mantra: keep your composure. Predictive dialing systems have put less pressure on agents in garnering information but now emphasizes agent productivity. This assure that a given number of calls per day are being handled with care.
At the end of the day, the person calling 911 wants to feel like they’re getting the immediate help they need, and that they are being treated as a human, not another phone number in the call metrics. This is where a certain level of tact is required by agents to get the facts and dispatch the right emergency officials to the scene. Things can happen in the blink of an eye, and these hubs are at the heart of a proper response. It’s a difficult job, but each telephone number can be a life on the line.