Background & Role

Mariana has been working in customer services for 6 years, in 3 different industries. She works alongside Dispatchers, Policemen, and ops managers and reports to the 911 Call Center Manager. Her team is responsible for attending calls, supporting and advising callers to keep them safe as well as collecting accurate information for the dispatcher teams to address it to the first responders.

"Every call is different, but my goal is always the same: keep the caller calm and get them the help they need."

Goals & Challenges

Primary Goals

  • Scope the incident complexity in the 1st minute of the call.
  • Capture and collect as much information of the incident as possible.
  • Help and advise the caller on handling the incident in a safe way until first responders arrive.

Key Challenges

  • Audio Quality.
  • Collect the right information.
  • Handle caller's emotions while staying collected herself.
  • Manage Emotional Intelligence throughout the day.

Decision Making Process

Mariana takes the call, she spends the following seconds/minutes filling out information to classify the severity of the incident in order to decide its priority.

Time to Value

Must see measurable results within 8 weeks of implementation.

Integration Capabilities

Seamless connection with existing tech stack is non-negotiable.

Scalability

Solution needs to handle 5x current data volume within 2 years.

Support & Training

Requires dedicated support and comprehensive training materials.

Summary of Mariana's Journey

Taking a call

After finishing the last call, which lasted 17 min, she takes the next one a few seconds later.

Collecting Information

She performs standard procedure, asks for the emergency type, the location, the caller's status, while filling out the respective forms.

Submitting Key Information to dispatch

Once the key information is collected, she evaluates if helping the caller would be enough to avoid using resources or if she should submit the information to the dispatch team.

Help and Support Caller until 1st responders arrive or caller hangs up

She finally decides to submit the information to the dispatch team. Meanwhile, she helps the caller with standard procedures depending on the type of incident. She uses manuals and her own experience to keep the caller safe until the police arrives in approximately 5 min.

Tech Stack & Tools

CAD
Map
Phone router
Headphones

Communication Preferences

  • Channels: In-situ communication, Internal Multimedia Messaging service.
  • Content: Clear and short messages to avoid distractions.
  • Format: Voice / Text Messaging.
  • Frequency: As soon as the information is available.

Pain Points / Frustrations / Fears

  • Call is either Fake, Joke or Harassment.
  • Software freezes or doesn't respond properly.
  • Not being able to hang up when a caller gets violent or aggressive.
  • Concerns about mental health.