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Greater Manchester Police opens CRM system

GC News Published 05 May 2010

Greater Manchester Police opens CRM system

Manchester's police force has launched a call handling system that automatically retrieves callers' details

The force has said that its new customer relationship management system will provide "an at-a-glance breakdown of the caller's most recent calls to police".

Although call handlers have previously been able to access details of calls connected to the telephone number a person is using, the new system will automatically show this data.

Greater Manchester Police hopes that the speed at which the information can now be accessed will save time and enable call handlers "to deal with the call more efficiently than before".

Superintendent Karan Lee of the force's operational communications branch said: "Until now we have been able to access a caller's history, but this breakthrough technology will enable us to see that information as soon as the call is answered.

"The system will then display recent history on the caller's number and when and why this person contacted the police before, allowing the call handler to determine whether the individual is vulnerable or a repeat victim. This means any ongoing problems are instantly flagged up."

Lee said that she believes public confidence in the force's ability to handle calls will increase as a result of the implementation of the new system.

"It also gives added confidence to the people taking that call that they have the right tools to better help the caller," she added.

Greater Manchester Police last month launched an online, interactive performance dashboard, allowing people to view the force's call handling statistics for both 999 and non-emergency calls.

People can check if the force is hitting targets, such as whether a police response arrived within agreed timescales.

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