BT Voice Services boasts a dynamic and agile workforce of approximately 700 personnel, distributed across six call centre locations throughout the UK. Our team handles an impressive 38 million calls annually for the nation's most critical services.
With over 85 years of experience in managing 999 calls, emergency services depend on our skilled and knowledgeable staff to efficiently connect callers with local Ambulance, Police, Fire, or Coastguard Services. This task becomes even more demanding during peak times such as Christmas and New Year.
Supported by BT and driven by our exceptional team, we manage around 95,000 calls on Christmas Day and 100,000 on Boxing Day. During New Year celebrations, our call centre teams handle half of a typical day's 999 calls within just six hours. From 10 PM on New Year's Eve to 4 AM on New Year's Day, the busiest six hours of the year for police and ambulance services, we manage nearly 47,000 calls.
At peak times, our highly trained agents answer three calls per second, with callers waiting less than half a second for their call to be answered.
Gav Barang, 999 Manager
