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Quality Assurance and Improvement

Posted by Tess Bettler on November 20, 2017  /   Posted in Contact Recording, Public Safety

Emergency contact call takers have arguably one of the most difficult jobs on the market.  They must interact with callers in high-stress, high-stakes situations.  After the calls finish, a new kind of work begins, where managers must do quality assurance of calls. APCO and NENA standards require that PSAPs across the country frequently check the

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