NG9-1-1 and Quality Assurance

You’ve heard it many times at the beginning of a customer service call: “this call may be monitored for quality assurance.” But what about 9-1-1? No where is quality service is more important than 9-1-1. There is much at stake when a call goes wrong: your agency’s reputation, potential liability and expensive litigation; and most importantly, peoples’ lives. Many 9-1-1 centers employ quality assurance programs to make sure their telecommunicators are handling calls correctly. But the mechanics of doing that QA are about to change. That’s because the very essence of 9-1-1 service is evolving. Today, when a 9-1-1 call comes in, it’s a voice call. With Next Gen 9-1-1, telecommunicators will need to handle images, video, text messages, and loads of other data too. That means 9-1-1 centers will need to rethink QA. Recently John Rennie, VP, Public Safety Solutions for NICE Systems, and Diamond Chaflawee, Public Safety Marketing Director for NICE Systems, joined me to talk about this topic. CLICK HERE to listen to the podcast.

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