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Home » Performance » Call Volume

Call Volume

One of the key targets for CPS Direct is the speed with which it responds to calls from police officers requiring charging advice. To ensure calls are answered promptly CPS Direct must ensure that staffing levels reflect the volume of incoming calls.

Partial image of a clock faceCPS Direct receives approximately 350 calls each weekday evening and 700 calls per day at weekends.

Detailed call volume data is produced on a daily basis. The Area Management Team in conjunction with the Workforce Manager review this data regularly, also taking into account such factors as major public events. They work together to match the number of prosecutors on duty each hour against expected levels of demand for charging decisions.

Although it can be difficult to predict sudden rises in call volumes over 90% of calls made to CPS Direct between April and June 2007 were answered within 15 seconds.