GMT & Humberside Police Set to Improve Contact Centre Performance and Service Levels with GMT Planet™ Birmingham, UK – April 25, 2007 Humberside Police has selected the GMT Planet workforce optimisation solution to improve call handling management and service levels within its 24-hour contact centres.
Through more accurate matching of resources to inbound call demand across its switchboard, two Command Centres and two Customer Service Crime Centres, Humberside Police aims to further enhance public satisfaction with call handling and exceed service levels. GMT Planet will also support the development of a more flexible working initiative for its 370 contact centre staff focused on driving performance through a more balanced work life ethos. Katie Powell, WFM & ACD Project Manager for the Crime and Call Handling Programme at Humberside Police explained, “As a public facing, service-led organisation, we’re continually looking at ways to improve efficiency, enhance effectiveness and drive best practice. GMT Planet offered not only the best flexibility and functionality for our call handling initiatives but will also allow us to further improve our contact centre performance and service to the public through a better match of resources to demand and therefore a reduction in call waiting times and overtime costs. Management will also be better able to identify potential shortfalls and make decisions about staffing levels based on GMT Planet’s highly accurate forecasting capabilities.” Humberside Police is also keen to implement more flexible working initiatives and drive performance and lower attrition through empowering staff with visibility to shift availability, call demand, and allowing them
to manage annual leave requests online. Katie Powell continued, “We understand the role that real-time visibility to demand and resourcing can deliver. We believe that empowering our staff will improve both performance and attendance.” Humberside Police Force serves a population of 900,000 residents over four divisional areas: Kingston-upon-Hull, East Riding, North East Lincolnshire and North Lincolnshire. Its switchboard, Command Centres and Customer Service Crime Centres are staffed 24/7 by 350 agents across three different locations, who responded to over 860,000 calls during the period April 2005 to March 2006. A review of call handling management in 2004 led to Humberside Police setting up a Call Handling Project aimed at enhancing service levels and recommended a workforce management system as a key proponent to achieving this goal. Following a review of market solutions, Humberside Police selected GMT Planet via GMT’s partnership with Unisys and has been impressed with the level of support from GMT. GMT Planet was chosen for its strong functionality, ease of use and reporting capabilities, combined with detailed forecasting which will enable Humberside Police to improve
the scheduling of staff based on availability, skills and proficiency. GMT’s web-based Employee Time Centre (ETC) will empower staff to amend their availability, make annual leave requests electronically and track the status of these requests online, which should reduce time delays on approving leave. Simon Angove, CEO of GMT said, “Emergency service operations are 24/7 and they face considerable challenges in accurately resourcing for unpredictable demand. It is vital to forecast for people with the right skills to be in the right place to respond to calls at the right time. The GMT solution offers an affordable enterprise-wide workforce management solution that can support Humberside Police to drive and deliver both high levels of performance and flexible working options.”
DD Business Type: Law Enforcement DD Operation Type: Contact Centres DD No. of Employees: 370
About GMT GMT’s workforce and cash optimisation solutions create competitive advantage by enabling companies to improve customer service and sales, while decreasing their variable expenses. The company’s product line combines precision forecasting and intelligent scheduling with powerful analytics and performance management tools – together delivering a complete solution that is priced to deliver quick return on investment.
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Facts at a Glance
United Kingdom T: +44 (0) 845 080 0350
DD Region: United Kingdom DD Website: www.humberside.police.uk
GMT serves financial services and contact centre customers worldwide, including ABN AMRO, Citibank, Eurostar, Ingenico, Nielsen Media, Pizza Hut, SunTrust, UPS, Washington Mutual, Wells Fargo and West Midlands Police. The company is privately held with headquarters in Atlanta, Georgia, and offices in the U.K., Australia, and India. For more information, visit www.gmt.com.
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