takinginformation
The original pattern of Fridays and Saturdays as the busiest times for calls has changed. Monday to Thursday sees the highest call volumes, coinciding with the publication of local papers who regularly carry our 0800 555 111 number. Pick up rates of calls are similar to those of a 999 control room with around 95% of all calls coming in being answered.
AVERAgE wEEklY cAll VOlumES Monday – Friday Saturday
800
calls per day
700
calls per day
Sunday
600
calls per day
During the 2011 UK riots, there were
1,000
calls a day
& the number of online forms received by crimestoppers increased by
300%
on 9th August 2011
SHEILA SHIFT LEADER SHEILA HAS WOrKED AT THE BUrEAU SINcE ITS FOUNDATION
Q. What was the bureau like seven years ago? Initially there were just four people taking calls on a typical shift with an hour or two of overlap. All of the team would be sitting together on a central pod. Today we’re set up as a fully functional control room. Q. What’s been the main change? We have grown so much, both in people and calls. Originally we dealt with calls from a handful of police force areas together with mobile phone calls automatically routed through to us. Today with the expansion of the bureau into a nationwide and overseas service, the work is always demanding.
www.crimestoppers-uk.org | 0800 555 1 1 1
Q. So what’s your typical day like? As a shift leader, I’ll come in 15 minutes before my shift starts at 7.00am to get a handover from the night shift and I’ll tie up any loose ends that still need resolving. It’s fairly quiet for the first hour, though there will be a steady flow of calls coming through from New Zealand – owing to the time difference. Soon after 8.00am the volume of calls starts increasing and between 10.00am and 11.00am there’s not much let up – especially when there has been a mention on TV. I can see how many calls are coming in, and when it’s hectic, making sure the call agents have enough time to write up and log their reports is essential. Q. What is the best aspect of your job? Getting a result! When we get a call from the police to let us know an arrest has been made, it’s very gratifying. It’s good to know we are making a difference in the fight against crime.
25 YEAR ANNIVERSARY EDITION | 13