911 Center Case Study

Decent Essays
Effectively manning an emergency contact center today requires quick-thinking employees who leverage all available resources to respond to diverse situations. Call center recording equipment must be able to capture all types of communication that operators may use to save lives and protect callers from harm. Real Life Examples Show Why Call Center Recording Equipment is Needed in Every 911 Center An emergency dispatcher working the Johnston County (North Carolina) inbound phones recently used non-traditional communications tools to help save a woman who was trapped in the trunk of a car after being kidnapped. By texting with the dispatcher, she was able to provide details about where she was and the vehicle she was in without speaking so the conversation was overheard by her abductor. The Johnston County 911 director, Jason Barbour told news media, he was glad the center had access to a cell phone and he “believes dispatch centers should be updated to provide a similar service from…show more content…
While they may have access to the conversation transcription via the cell service provider, having multi-channel call center recording equipment in the center could save time, and improve information sharing security. Capturing voice, text and radio communications empowers contact center administrators to review conversations while responding to FOIA requests after certain events and to share data files with need-to-know response teams and other agencies. In a case like the one detailed above, operators have to relay essential information to law enforcement, first responders, the cell phone service providers and other people in route to the area. Instant retrieval and file encryption capability built into public-safety answering points (PSAPs) make it possible to share audio files with multiple agencies quickly and accurately, without compromising client
Get Access