Public safety agencies are experiencing a significant surge in calls, placing strain on both emergency and non-emergency systems. Combined with rising expectations for service, Emergency Communications Centers (ECCs) face a growing challenge - meeting these demands while addressing staffing shortages. On the one hand, current staff handling these higher call volumes may experience burnout, leading to lower retention rates. On the other, members of the public may also face long hold times for routine requests, creating a disconnect between agencies and their community. For ECCs, the answer lies in adapting their operations to meet the needs of both community members and call center agents. We’ll discuss how public safety solutions can bridge this gap by improving communications and service without overburdening existing resources.
The Gap Between Staffing & Call Volume
While no single circumstance has caused the growth in calls to 9-1-1 and non-emergency lines, like 3-1-1, various factors have contributed to the increased volume. The steady increase in smart device usage, urbanization and public awareness of issues such as mental health has all contributed to more service requests. At the same time, the public sector is struggling to retain and hire enough personnel. With NENA finding that more than 80% of call centers are understaffed, discovering ways to alleviate this strain while still meeting the public's expectations is critical.
Non-emergency requests account for a considerable amount of this overall growth in volume, with 3-1-1 lines in some jurisdictions rolling over to 9-1-1 after hours. These calls, marked as lower priority, can overwhelm operators and call takers while they work to manage emergencies. Community members often face lengthy hold times for these requests, from wanting a pothole filled to an injured wildlife report. Since call agents must answer and assess each one, understaffing can form a high-stress environment for existing team members. As many routine requests can be completed via access to resources and self-service options, modern technology can assist ECCs in providing high-quality service without burdening their current workflows.
Modern Solutions for Non-Emergency Call-Handling
When you call a company's service line, the person who answers usually follows a routine set of steps. It's the same when you call non-emergency service lines. The person you speak to uses standard procedures to understand the situation. Numbers like 3-1-1 and other 10-digit service lines help people get information about community services, report small issues or make complaints. This process, known as triaging, is utilized by operators and dispatchers when they receive calls from community members. Through careful analysis and categorization, triaging ensures that resources are allocated efficiently, and information is transferred smoothly.
A smart response system for automated call resolution, like Versaterm CallTriage, can guide community members with non-emergency requests through these standard triage protocols. Deploying an interactive virtual agent that can efficiently perform this triage removes the need for staff to engage with the caller on non-emergency phone lines. This allows agents to focus more on high-priority areas while still delivering the service people need. Additionally, operators and telecommunicators on emergency lines can transfer calls to the virtual agent if they determine that the service request is administrative or routine.
With a smart call-handling assistant, ECCs can provide immediate service with high-quality results without overloading existing resources. These solutions integrate seamlessly into current workflows, acting as a supportive tool rather than adding another step for operators and call takers. Staff are equipped to focus on situations where callers need their help per established protocols while community members with routine calls still feel heard and served. Meeting these expectations for service fosters a positive relationship between agencies and their community, helping to boost morale and retention within call centers. ECCs can also leverage additional call insights for continuous improvement and future resource requests, ensuring that service excellence is maintained.
Supporting Communities & Call Centers with Modern Technology
As challenges surrounding call volume and retention persist, ECCs continue to seek answers that benefit both community members and current staff. An interactive virtual agent that can efficiently triage non-emergency calls arises as an innovative solution. This tool streamlines workflows and fits into their existing operations, allowing them to focus more on emergencies without feeling overwhelmed. Community members will also still experience the level of service they deserve as this smart call-handling assistant works to resolve their routine requests.
Solutions like Versaterm CallTriage effectively triage non-emergency calls and provide automated resolution to a portion of requests without the need for staff to engage with the caller on non-emergency phone lines. With these tools, ECCs can improve community engagement, enable agents to focus on situations that require their support and prioritize public satisfaction with immediate service.
Learn more about how Versaterm CallTriage can help your call center enhance its operations and service in our brochure. You can also schedule a meeting with one of our experts to get your questions answered.