大象传媒

With any luck dialling 999 in an emergency or calling 101 with a report or query is something we don't have to do very often.

But at peak times, the call handlers here at headquarters answer more than 130 calls each hour.

The call is answered first by an operator who puts it through to the control room.

The calls are passed onto different teams in the control room depending on the response required - those decisions are co-ordinated across the room from Sharon.

Aimee Ramm is an Inspector in the contact management centre...