GMP launches new call system

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Greater Manchester Police has today, Wednesday 5 May 2010, launched an innovative call-handling system that automatically flags up callers' details.

Designed to provide an at-a-glance breakdown of the caller's most recent calls to police, the new technology will enable the call-handler to instantly access a wealth of information.
Call-handlers have always been able to access details of calls connected to the telephone number the person is using, but the new system will instantly show their latest history, saving time and enabling them to deal with the call more efficiently than before.

The new system displays the caller's personal details and their recent history of police contact.

This will make it easier and quicker for call-handlers to identify potential repeat victims or vulnerable people.

The system, called Customer Relationship Management, will ensure GMP is better able to understand the needs of the caller, enabling it to provide an even better standard of service to the public.

Superintendent Karan Lee, of the Operational Communications Branch (OCB), said: "This fantastic new system means we now have the caller's needs at our fingertips. This is all about providing a great service for the people of Greater Manchester.

"Until now we have been able to access a caller's history, but this breakthrough technology will enable us to see that information as soon as the call is answered.

"When a call-handler receives a call, the system will automatically display details of the caller.

"The system will then display recent history on the caller's number and when and why this person contacted the police before, allowing the call-handler to determine whether the individual is vulnerable or a repeat victim. This means any ongoing problems are instantly flagged up.

"This is one of the most exciting technological leaps forward we have made in recent years.

“I believe public confidence in our ability to handle their calls will increase as a result. It also gives added confidence to the people taking that call that they have the right tools to better help the caller."