publication . Article . 2014

What matters to the public when they call the police? Insights from a call centre

Stafford, Andrew B;
Open Access English
  • Published: 31 Jul 2014
  • Publisher: Taylor & Francis Online
  • Country: United Kingdom
Abstract
Contact with the police impacts upon public judgements of the police. The experiences of those who contact the public police by telephone concerning non-emergency issues have received little attention in the existing literature. This article presents findings from a qualitative examination of a police Constabulary's non-emergency call-handling processes, exploring some of the factors which shaped the contact experienced through this channel. Interviews were conducted with 70 members of the public who contacted the Constabulary through its call centre, with the police call-handlers who answered some of these calls, and with call centre supervisors and senior mana...
Subjects
free text keywords: H1, Sociology and Political Science, Law, Call centre, Public relations, business.industry, business, Sociology, Social psychology, Police science
Related Organizations
70 references, page 1 of 5

Alferoff, C. and Knights, D., 2002. Quality time and the 'beautiful call'. In: U. Holtgrewe, C. Kerst, and K. Shire, eds., Re-organising service work. Aldershot: Ashgate, 183-203.

Allen, J., et al., 2006. Policing and the criminal justice system - public confidence and perceptions: findings from the 2004/05 British crime survey. Online Report 07/06. London: Home Office.

Ashforth, B. and Humphrey, R., 1993. Emotional labor in service roles: the influence of identity. Academy of management journal, 18, 88-115. [OpenAIRE]

Association of Chief Police Officers, 2005. National call handling standards. London: ACPO.

Association of Police Authorities, 2010. Contact management: principles and guidance for police authorities. London: APA.

Bain, P., et al., 2002. Taylorism, targets and the pursuit of quantity and quality by call centre management. New technology, work and employment, 17 (3), 170-185.

Bradford, B., 2011. Convergence not divergence? Trends and trajectories in public contact and confidence in the police. British journal of criminology, 51 (1), 179-200.

Bradford, B., Jackson, J., and Stanko, E.A., 2009a. Contact and confidence: revisiting the impact of public encounters with the police. Policing and society, 19 (1), 20-46.

Bradford, B., Stanko, E., and Jackson, J., 2009b. Using research to inform policy: the role of public attitude surveys in understanding public confidence and public contact. Policing: a journal of policy and practice, 3 (2), 139-148.

Belvedere, K., Worrall, J.L., and Tibbetts, S.G., 2005. Explaining suspect resistance in policecitizen encounters. Criminal justice review, 30 (1), 30-44.

Burgess, J. and Connell, J., eds., 2007. Developments in the call centre industry: analysis, changes and challenges. London: Routledge.

D'Alessio. N. and Oberbeck, H., 2002. Call centres as organisational crystallisation of new labour relations, working conditions and a new service culture. In: U. Holtgrewe, C. Kerst, and K. Shire, eds. Re-organising service work. Aldershot: Ashgate, 86-101.

Deery S. and Kinnie, N., eds., 2004a. Call centres and human resource management. Basingstoke: Palgrave.

Deery, S. and Kinnie, N., 2004b. Introduction: the nature and management of call centre work. In: S. Deery and N. Kinnie, eds., Call centres and human resource management. Basingstoke: Palgrave, 1-22.

Deery, S., Iverson, R., and Walsh, J., 2002. Work relationships in telephone call centres: understanding emotional exhaustion and employee withdrawal. Journal of management studies, 39 (4), 471-496. [OpenAIRE]

70 references, page 1 of 5
Powered by OpenAIRE Research Graph
Any information missing or wrong?Report an Issue