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Getting IT right
Since Pauline Smith MBE’s appointment as Head of Contact Centre Operations, Nottinghamshire Police has received a number of accolades including European Call Centre Award for Best Contact Management Improvement Strategy, and Emergency Services Team Manager of the Year Award by the Call Centre Management Association. Moreover, the force’s speed of answer rate for 999 calls has gone from 39th (out of 43) to 3rd – in addition to an estimated £1.25m in cost savings; 90% increase in speed of answer; and customer satisfaction rise of 12%. So what is the secret of Pauline Smith and Nottinghamshire Police's success?
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