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COPS COMMUNITY ORIENTED POLICING SERVICES U.S. DEPARTMENT OF JUSTICECall Management and Community Policing:A Guidebook for Law EnforcementReport Contributors:Tom McEwan Deborah Spence Russell Wolff Julie
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Call management is the process of handling incoming and outgoing telephone calls within an organization.
Any organization that deals with a high volume of calls or values effective communication with customers may find call management tools beneficial.
Call management forms can typically be completed electronically or manually, depending on the system used.
The purpose of call management is to streamline communication processes, improve customer service, and increase efficiency.
Information such as call volume, call duration, caller demographics, and call outcomes may need to be reported on call management forms.
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