26 01732 759725 CONTACT CENTRE under-represented. The Contact Centre Directors’ Guild has been created to change that, bringing together many of the industry’s senior leaders to establish a clear, collective voice for the sector at a national level.” Katy Forsyth added: “By working collaboratively, we can elevate the profile of our industry, champion the opportunities it creates and ensure that it is recognised not only for its economic contribution, but for the critical role it plays in supporting businesses, public services and communities, particularly in times of need. The Guild provides a platform for leadership, insight and continuous improvement, helping to future‑proof the sector and ensure that it continues to thrive. The Guild is here to make a positive difference to the contact centre sector, its workers and the customers it serves.’’ Backed by Wavenet The CCDG has received strategic support from Wavenet, one of the UK’s largest independent MSPs. https://ccdguild.co.uk Its mission is to champion the sector as a major economic contributor and gateway to meaningful careers; to raise the sector’s profile nationally; and to present a unified position and speak more strongly on the issues shaping its future, from rising employment costs and global competition to customer expectations and the march of AI. Its Founding Directors are Katy Forsyth, industry consultant and founder of contact centre recruitment specialist Red Recruitment, and Jane Thomas, founder and Managing Director of regional contact centre membership forums. Its Chair is Rachel Appleton, former CEO of BNP Paribas Leasing Solutions. A collective voice The CCDG was formally unveiled at a launch event on June 16, following an 18-month development phase, and already has members from 50 influential organisations. Jane Thomas said: “The contact centre industry plays a vital role in UK business, the economy and society, yet it has too often been overlooked and has been The UK contact centre industry has a new champion in the form of the Contact Centre Directors’ Guild (CCDG). A collective of senior business leaders and entrepreneurs, the CCDG has been set up to provide a unified voice for an industry that despite employing more than 1.16 million people, or 3.4% of the UK working population, and contributing more than £3.5 billion to the economy has historically lacked a single, coordinated voice at a national level. New industry group formed to raise profile of contact centres Contact centres find their voice AI to slash police 101 wait times The police are using new AI call-routing software to triage and redirect calls to its 101 service, cutting waiting times for reporting a crime and generating annual savings of up to £8.5 million. Each year, the police’s non-emergency line receives 20 million calls, 20% of which have to be redirected to nonpolicing organisations such as local councils, NHS 111 or the 105 power outage helpline. The 101 service also receives a high number of prank calls relating to delayed pizza deliveries, slow pub service or requests for a lift. Backed by a £1.4 million government investment, the new system developed by the Home Office and the National Police Chiefs’ Council, with Vodafone Business as the delivery partner, uses AI to identify the reason for a call and redirects non-police matters to the appropriate agency before the caller enters the queue. This ensures members of the public reach the right organisation faster, while freeing up police call handlers to deal with genuine crime reports, victims and safeguarding concerns. It is estimated that the new system will save the police up to £8.5 million each year. Nick Gliddon, Business Director, VodafoneThree, said: “By using AI to understand the reason for a caller’s contact and help direct them to the right service, we can reduce unnecessary demand and help police teams focus their time and resources where they are needed most. This is a practical example of how technology can support public services, making it easier for people to get the help they need while helping to protect valuable police resources.” The new system has been subject to rigorous training and testing by the Home Office and has strong safeguards in place to ensure no one in need of police assistance is ever accidently diverted. If the system is in any doubt, the call is passed to the police without delay. Nick Gliddon
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