The most commonly represented control rooms in the media are the emergency services, which feature heavily on the television, in programmes like '999 Whats your Emergency' and Police Interceptors.
These forms of control room are the pinnacle of information processing, allowing calls, radio communications and data to be categorised into priorities, then acted upon.
So what makes a superior control room?
- Excellent Layout
- Management Presence
- Fallback Mechanisms
- Employee Engagement
Instead of asking a consult company to look at improvements,
why not ask the people who do the job?
- Secure Environment
- Highly Trained Staff
Emergency services use core training, based on thorough theoretical based study, followed by scenario and procedural coaching. Once the mentors are happy with their trainees progress (often 1:1 ratio) they are then allowed to take public calls, working from the least priority workload, up to emergency classification.
At each stage of this process, they are constantly reviewed and assessed, allowing opportunities for revision or increased training to take place before the next advancement can be undertaken.
So when you next see a control room on the television or call through to a call centre, you may now be able to understand the process involved in the development of the services, or likewise you may be able to identify where improvements could take place.