Police call handlers receive global recognition for their customer service

Date published: 25 February 2010

Greater Manchester Police has become the first force in the world to receive global standard accreditation for its call handling service.

The Force’s Operational Communications Branch deals with thousands of emergency and non-emergency calls every year. The Branch has worked extremely hard to achieve this accreditation demonstrating that they had met or exceeded industry standards in customer care. They will be presented with a certificate and plaque on Thursday 25 February.

A representative from the Customer Contact Association assessed the branch in every aspect of their work including the training, recruitment and vetting of staff, technology used and most importantly, listening to calls and examining the level of service provided to the public.

Chief Superintendent Andy Lang, Head of GMP’s Operational Communications Branch said: “As an emergency services call centre, the work we do is unique and very challenging. It is fantastic to receive this accreditation as it recognises the dedication and high level of service that our call handlers provide the people of Greater Manchester with on a daily basis.

“The fact that we are the first police force ever to achieve the CCA Global Standard shows our commitment in this area and how we constantly strive to deliver the best service possible.”