eena 2016 - customer service in a psap (1/3)
TRANSCRIPT
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TRACK 2: "CUSTOMER SERVICE IN A PSAP”THE PSAP – JUST ANOTHER MULTICHANNEL CONTACT CENTRE?Adrian BrookesCorporate Consulting Director – WW Solutions [email protected]
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WHAT IS ‘CUSTOMER SERVICE IN A PSAP’ ?
4 This is an interesting question as I was asked this prior to leaving a UK Police Force– In the FCR we are not looking to answer
questions on a product or solution – we are there to provide critical assistance in life threatening situations.
– People who call are, in some circumstances, under severe levels of distress which in other CC’s would be construed as ‘rude and threatening’ behaviour.
– Normally we don’t get customer feedback, from time to time the front line officer will provide unsolicited feedback.
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HOW HAS TECHNOLOGY CHANGED THE FACE OF THE CONTROL ROOM?
4 Consumerization of the smart device– Less knowledge of the exact location but
more front line information
4 SIP + VoIP + MultiChannel = opens the path to the Internet of Things (IoT)
4 Automation is now key– Multiple calls on the same incident,
automated action plans, notifications
4 eCall is the first crystallized IoT service in the PSAP– 15 years from concept to introduction– not acceptable in the future anymore
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WHAT ROLES DOES DATA ANALYTICS AND MINING PLAY IN THE OVERALL CUSTOMER EXPERIENCE?
4 These all improve the levels of service provided by the Control Room to the front line staff and the caller– Local knowledge
– CR consolidation has meant that local knowledge is now what is contained in the database
– Hotspots– Patterns– Scenario planning leading to automated
deployment– Historical information
– Frequent callers– Historical & Markers– Evidential
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…BUT IS IT JUST TECHNOLOGY?
4 Call handlers now need to be multi-skilled– Diplomat, calm, decision maker– Need to react to each situation a they
have a tendency to be different– Need to access multiple systems to
help them achieve their goals– Policies and procedures need to be
constantly updated
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What can the PSAP world learn from the commercial world and vice versa ?
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PSAP HOWEVER, IS DIFFERENT FROM A COMMERCIAL CALL CENTRE4 No automation on the input (IVR)4 Budgetary - PSAP Consolidation
– Currently happening all over in Europe
4 Local Overload / Cross Border Situations– Major incidents, weather, crisis
4 Technology Changes– Move to VoIP technology over time– New services and more media required in the
future
4 Quality Assurance– More complexity, changes in procedures– Larger communities to be managed– New call handler skills required
• Call for help• Heavy storm & rain• Flooding• Earthquake• Chemical spill• eCall large accident
• Automatic Rules-basedSession Routing
• Reporting & Big Data Analytics• Realtime Speech Analytics• Emotion Detection &
Psychological Profiling
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THE PSAP IS TRANSITIONING...
4 Consolidation– Loss of local knowledge
4 Less staff– But greater workloads
4 Lack of appetite to embrace technology changes– People still not ‘trusted’ to use
services
4 Operational Aspects– Inter-agency
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WHAT CAN BE DONE TO ASSIST...
4 Interconnect agencies– No call is just one agency these days
4 Use technology to assist you– Mapping, situational awareness, location
4 Automate where you can and use different technologies that apply to each individual case– When voice is just not an option
4 Improving how you can handle the calls will increase the value you offer to the public
4Lead and don’t follow…..
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EMERGENCY SERVICES AND PUBLIC SAFETYYour Contact in Avaya for Europe
Adrian Brookes
Corporate Consulting Director WW Solutions Engineering
+44 1483 308133