A tale of TWO Centres having but ONE Objective
Quality Customer Service

EK & District Crime Prevention Panel Members recently visited Force Contact Centre in Motherwell. It would be something of an understatement to simply say that, for a great many, it was to be something of an eye opener!
On entering Reception we were met by Inspector Dave Dunn who, after a short introduction, took us upstairs to the Contact Centre and introduced Evelyn Murdoch (Contact Centre Manager). This was when the eyes began to be opened!

Photo courtesy of Graeme Macklin- Images Scotland
Evelyn then gave a comprehensive computerised presentation - complete with very illuminating stats on (Amongst many others):
  • Volume of Calls

  • Time to Answer

  • Disposal of Calls
It is worth recording that, during the course of the presentation, the group could hear incoming calls to the Centre and were impressed by the professionalism and expertise of the staff who handled them.
At the end of her presentation Evelyn invited, and answered, a range of questions from the group. 		 It should be noted that ALL calls are routed via contact centres (Govan & Motherwell) where the technology available is such that staff can effectively, and speedily, create "Incidents" - immediately passed to Divisional Call Handling teams - give suitable advice to the caller or transfer them to the most appropriate destination.
We were then taken, by Insp.Dunn,to the Call Handling Centre - his domain! - which is staffed by serving police officers.
The complexities of this area of operation are such that it is neither possible nor expedient to attempt a full description - Awesome , however, was a word that sprung to mind.
Moving through to the Inspector's office, where refreshments were served, Inspector Dunn gave a 'hands-on' demonstration of some aspects of the technology (including access to myriad information systems) - his department have at their disposal.
A short Question and Answer session followed with Insp. Dunn answering, fully and unhesitatingly, a variety of questions posed.
Photo courtesy of Graeme Macklin- Images Scotland
Prior to leaving, individual expressions of thanks were made to Inspector Dunn with EK&D Crime Prevention Panel Chair proffering a formal "Thank You" to the Inspector and Evelyn for a thoroughly enjoyable, very interesting and wholly illuminating evening.
Some "Frequently Asked Questions" pertaining to Call Management can be found HERE

A breakdown of 2007 traffic can be viewed