The police department of San Carlos is looking at the BPO industry for support! No, don’t jump to erroneous conclusions; they are not really looking for help with their investigations! The answering service of the police department is failing to deal with the call volume. The inbound call center agents are needed to bring their skill, expertise and equipment to the table. Because of the deluge of calls that the police departments receive from distressed citizens, several police units are hunting for call center units to take those calls and get them processed promptly.
Untrained answering service agents have led to serious disasters in the recent past. Several deaths happened because the 911 call center couldn’t respond in time. The loss of lives is a bad price to pay for the absence of a proper inbound call center team. No wonder San Carlos is ready to outsource its phone lines to a business process outsourcing firm. The costs cuts are another advantage. Outsourcing the phone lines to call center services will save them $2m a year! That was what they were paying extra to have in-house staff take calls and mess them up at the same time! Surely this deal is what they needed to strike way back!
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