Summary, Assessment, Response (SAR) to improve call management

Award outcome

Description

SAR was intended to improve the quality of call handling and risk assessment, cut down on waste in relation to regrading and reduce call completion times. The SAR approach involves a focus on professional curiosity and empathy rather than an over reliance on scripts; was supported by negotiator approaches to conversation management and relies on a simplified structure and risk assessment application. The College requires a supplier to build on the original pilot research by designing and delivering a small-scale mixed method evaluation using data from the force and exploration of the implementation of SAR and roll out in force.

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