One of the reasons for the problem seems to be related to “scheduling.” The dispatchers in the call center are deployed without consideration for demand. The amount of dispatchers on duty is the same regardless if there is high or low call volume. Moreover, the dispatch call center does not have a procedures manual. Therefore, there is a lack of uniformity as to how the calls are recorded and how the dispatchers are trained.

The Matrix Consulting Group suggests that the problems facing the 911 dispatch center could be a threat to public safety. These problems should be investigated with the highest priority.

Key findings of VoIP Call Centers Adapt to a BYOD World include the following:

Contact centers must now enable users to interact with clients or consumers across the customer’s preferred channel, be it voice, IM, chat or social networking.

One strong vertical for VoIP call centers is financial services, which is focused on streamlining business processes and consolidating content and communications on a single platform.

Enterprises increasingly view VoIP call centers as a revenue-generating profit center, as opposed to only a customer-support tool.

Service providers should explore how to provide VoIP call centers for a fixed fee that decreases risk and capital outlay for enterprises.

As the BYOD trend adds pressure to enterprise infrastructure, vendors must address how such devices interact and integrate with the call center.