NICE system used for Strathclyde call centre

Strathclyde is using NICE`s contact centre solutions to monitor and record 100 per cent of citizen calls at its new contact centres in Govan and Motherwell.

NICE partner, Call Center Technology Ltd (CCT), provided the consultancy services and managed the implementation of the project. The new installation will enable Strathclyde to effectively monitor and record the 250,000 emergency 999 calls and the 2.7 million non-emergency calls it receives every year. The investment was made as part of Strathclyde`s commitment to public service excellence. CCT will also provide the ongoing maintenance and support services.

Jim Johnstone, chief superintendent at Strathclyde, said: “Good communications is imperative to modern policing. We are committed to delivering the best service possible to the citizens we protect.”

Integrated with the system is NICE`s quality management solution providing both sites with comprehensive agent monitoring. Simultaneous screen playback alongside the voice call enables supervisors to gain a complete understanding of their agents` performance and check whether correct procedures were followed. This increased access to more precise information on agent performance enables supervisors to prioritise training more effectively.

Vice President Marketing and Business Development for EMEA at NICE Systems, Martin Roberts said: “Our solutions enable Strathclyde to align its service with that of the National Call Handling Standards. The implementation is testament to its commitment to public service excellence by providing citizens with a faster, more efficient and streamlined process.”