New telephone system improves force response

Following a successful trial and positive public feedback, Northamptonshire Police has introduced a new speech recognition telephone system that enables callers to be put straight through to the person they wish to speak to without having to go through the switchboard.

Aug 16, 2012
By Paul Jacques

Following a successful trial and positive public feedback, Northamptonshire Police has introduced a new speech recognition telephone system that enables callers to be put straight through to the person they wish to speak to without having to go through the switchboard.

Hundreds of callers a day are now automatically transferred to the extension of their choice without having to wait more than a few seconds, with the additional benefit of reducing the number of calls that need to be answered by a call operative and improving the response to emergency and priority calls for assistance.

Chief Inspector Tom Thompson, from the force control room, said: “We are continually striving to improve the service we provide to the people who call us for assistance.

“The voice recognition telephone system has been successfully introduced in a number of other police force areas and we are confident that it will enable us to better manage our calls, enabling those callers who know which department or person they want to speak to, to be put directly through to them without having to wait for the call to be answered by a call operative.

“Early indications are that this has significantly reduced the length of time that many callers have to wait for their call to be dealt with.”

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