Case Study: Gwent Police

Developing call handling and customer service in the communications centre

The Challenge:

Gwent Police recognised a need to improve the service experience being offered to the local community and to improve the overall levels of confidence and satisfaction within the community and the perception of their local police force.

The Solution:

We spent a week in Gwent, visiting their contact centre and control room as well as time with front line police officers understanding the experience people would have when they contacted Gwent police. This involved listening to calls, talking to the public and interviewing a cross section of frontline call handlers, police officers and leaders. Using our Confidence Trust and Reassurance Model to guide service we designed a bespoke programme to help Gwent deliver a relational and empathic style of engagement.

We rolled this out across the contact centre and telephone investigation units as well as providing additional coaching support for the supervisors and control and contact centre managers. We also designed call coaching guides for the managers to ensure they could support their teams post training.

The Customer Benefits:

As a direct result of the training the contact centre noticed an immediate improvement in how calls were being handled, with call handlers more in control and with less difficult and angry callers to deal with. This had a positive effect on the call handlers while also helping to drive up satisfaction and confidence in the way Gwent Police engaged with the public.

Customer Testimonial:

Customer Service training really works. I arranged for a group of experienced police officers who were positive, keen and enthusiastic about their role, to undertake this training. I initially thought they would have no problem with the customer service training but I was surprised at their reaction, which was quite emotional on the first day.

Ultimately, the impact on them was huge and as they started to adopt the principles of customer service training and started to understand the psychology of language, customer satisfaction levels increased and the feedback was excellent. It takes an experienced customer service trainer to tackle cultural norms in police officers who have adopted language and behaviour over the years that only served to negatively affect the response from members of the public. Future Vision were able to alter the behaviour and reaction of officers to members of the public in a positive way.

The officers themselves were also surprised and they started to enjoy dealing with the public. They went from thinking that the public were always negative to thinking that the public are nice people. They realised that their own language and behaviour is what affected any re-action from members of the public. The officers felt empowered to deal with the public more effectively and as they started to receive a much more positive response from the public, their job satisfaction soared. The simple principles of customer service training is brilliant. I firmly believe it is a key ingredient to increasing customer service and confidence levels within the police.-Heather Jones, Chief Inspector, Beyond the Call Project Manager, Gwent Police

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    It takes an experienced customer service trainer to tackle cultural norms in police officers who have adopted language and behaviour over the years... Future Vision were able to alter the behaviour in a positive way.

    Heather Jones,
    Chief Inspector,
    Gwent Police

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Services

By 2020, customer experience will overtake price and product as the key brand differentiator