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Police call centre workers welcome personal "thank you" from PCC

Paddy & Dispatcher Maxine Davies

Paddy Tipping talking to dispatcher Maxine Davies, who was managing the firearms and pursuit trained officers on Christmas morning

Dedicated police call centre workers received a surprise visit from Nottinghamshire Police and Crime Commissioner Paddy Tipping who delivered a personal “thank you” on Christmas Day for their hard work.

The PCC visited call centre staff at police HQ in recognition of the important work they do to keep people safe in Nottinghamshire all year round – even when most people are tucking into their Christmas dinner.

The 101 non-emergency, telephone response service has improved significantly throughout the year with huge strides made to reduce the speed at which calls are answered. 

Since April, the service has received 296,484 ‘101’ calls which is less in comparison to the previous year due to more calls being answered swiftly. The number of abandoned calls has halved which prevents the need for people to ring back and increase call volume.

Recently, calls have been answered in just 25 seconds although it is a relatively quiet time of year. The year-to-date average for call answering on the 101 line is 73 seconds.

Mr Tipping said: “I take my hat off to our committed call centre staff who work tirelessly, day in and day out and not forgetting overnight, to protect people from all kinds of harm in a very intense and high-pressured environment.

“The demands on our call centre workforce are great. They are trained to react and cope with any situation before them and their decisions have an immediate impact on the wellbeing of the caller. I am full of praise for the professional way they go about their jobs and Christmas Day is an ideal time to say thank you.

“As members of the public we can continue to help improve performance further by calling 101 for non-urgent issues rather than 999 and giving staff time to answer our queries. Very often, the information is already available online on the force website which would free up critical time for staff to respond to emergency calls where people’s lives are at risk or a crime is happening live.  

“Call centre workers are the public face of Nottinghamshire Police and I am very grateful for their efforts. Please support their work by only dialling 999 in a real emergency.”

Since April, Nottinghamshire Police has received 133,484 emergency ‘999’ calls which have been answered on average within three seconds. The performance is even more impressive given that the volume of calls has increased by 2,500 during the same time frame.




Posted on Tuesday 25th December 2018
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