999 agents across the UK handled a call every three seconds during Covid-19 peak
BT’s technology helps to pinpoint 999 caller’s GPS position
BT’s 999 key workers in Scotland handled more than 10.5 million calls in the last year.
The company today revealed the latest 999 call handling volumes for its two centres in Scotland – with agents handling over 28,000 calls every day – as BT joins the emergency services to mark this year’s 999 Day [9 September], an annual celebration of the work of emergency services across the UK.
BT’s 999 agents are the calm and confident voice answering every 999 call. Six BT call centres handle all the UK’s 999 calls in Northern Ireland, Scotland, Wales and England, passing calls to the relevant emergency service.
The number of 999 calls handled by BT has increased significantly in recent years, jumping from around 25 million calls a year in 2000, to over 33 million calls in the last year – nearly a third of which were answered in Scotland. When the UK entered into lockdown in March, BT 999 call advisors were given key worker status and put the needs of the public first to fulfil their critical role in answering 999 calls.
Nationally, during the Covid-19 peak, BT’s 999 call handlers were responding to unprecedented levels of demand, answering a daily average of 105k 999 calls[2]. The busiest periods saw 999 agents handling a call every three seconds. To meet this demand, BT trained an additional 100 staff to support with answering calls, including a number of volunteers who put themselves forward to help out.
Lacey Talbot, a BT employee who volunteered to work in the 999 team during the Covid-19 peak, said: “It was an honour to be trusted to do such an important role and I will never forget my experience.
“It made me feel proud to support the 999 service, especially during a nationwide pandemic. The people who perform this role each day under immense pressures are unsung heroes.”
BT’s Advanced Mobile Location (AML) technology provides a critical role to the emergency services, providing the exact location of a 999 caller by sending an automatic text to the 999 call handler.
The majority of mobile phones (70%) – including Android and Apple smartphones – can now detect that an emergency call is being made, with the caller’s precise GPS position being sent to the 999 service during the call and pinpointing their position to within just three metres in some cases.
This plays a really important role in helping the emergency services reach incidents more quickly and save lives. For example, Police Scotland says it helps them locate people in difficulty who may be lost.
Amanda McDonald, National Head of Service Centres, Police Scotland, said: “When it comes to emergency calls it’s all about location, location, location. Advanced Mobile Location is a valuable tool for Contact, Command and Control (C3) Division to help locate people who are in need of our assistance but don’t know where they are.
“From road traffic collisions, people lost along the coastline or in the hills to ongoing dynamic incidents which require an immediate police response – AML helps us get there.”
Brian Henderson, Contact Centre Manager of BT’s two 999 centres in Scotland, said: “Many people are unaware of the crucial role our people play in supporting our emergency services.
“Our teams answer every initial 999 call and my colleagues in Scotland handled nearly 29,000 calls every single day last year.
“We’re proud to support our emergency services partners and join together today with the nation in celebrating the amazing work they do.”
Alan Lees, BT Enterprise Unit Director for Scotland, added: “During the peak of the Covid-19 pandemic our 999 call agents faced a significant increase in calls, and have gone above and beyond to provide a critical role to the UK public.
“Our AML Technology also enables our call handlers to pinpoint a 999 caller to as close as three metres in some cases. This could mean, for example, being able to tell which side of the motorway the call has come from, helping an ambulance or fire engine get to a scene ten minutes earlier, which is potentially life-saving.
!Our 999 agents and the emergency services do phenomenal work and we’re delighted to be celebrating them on Emergency Services Day.”
BT plays a critical role supporting the emergency services – from its 999 call centres, building the Emergency Services Network (ESN), to BT’s emergency service volunteers working across the country from Cornwall to the Scottish Highlands and globally.
[1] Average daily call volumes YTD (from 1st April 2020 – Sunday 16th August 2020)
[2] Average daily call volumes during height of lockdown (17th March 2020 – 20th March 2020)