FOI Contact Centre Operations (0419-2022/23)

Request

1. Contact Centre – target to organisations we know have a CC
a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party?  If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2.CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?

3.AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?

Response

Extent and Result of Searches to Locate Information

To locate the information relevant to your request searches were conducted within North Yorkshire Police. I can confirm that the information you have requested is held by North Yorkshire Police.

Decision

I have today decided to disclose the located information to you.

Contact Centre

1. Contact Centre
a. Yes
b. North Yorkshire Police manage our own staff and officers.
c. 180
d. Some agents work from home when admin work allows however all call handlers work within our offices.
e. AVAYA telephony / Steria STOR< / ASPIRE CRM
f. 5 years
g. A mix of in house, NEC and APD depending on the affected area.

2. CRM
a. ASPIRE
b. Not used outside control and front counters.
c. We are not familiar with this term but we have an online A to Z.

3. AI & Automation
a. No
b. Not familiar wth this term.

Please note that systems used for recording information are not generic, nor are the procedures used locally in capturing the data.  It should be noted therefore that this force’s response to your questions should not be used for comparison purposes with any other responses you may receive.