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News : Hawks Arrest 10111

#contactcenterworld, @sapoliceservice

Pretoria, South Africa, Dec, 2019 -- The Hawks have arrested members of the 10111 call centre in Hilton who were allegedly tipping off certain ambulance services and tow truck drivers about incident scenes in exchange for hundreds of thousands of rands in kickbacks.

Seven call centre operators were arrested on Thursday along with the head of a prominent private Midlands-based paramedic service, who could face more than 150 counts of fraud. They were joined by one local tow truck operator. A KwaZulu-Natal EMRS paramedic was also arrested.

The Witness understands that more arrests are imminent after this bust, which is the culmination of an intensive two-year Hawks investigation.

Six call centre workers were arrested at the control room in Hillary Road, Hilton, on Thursday morning, while the other was arrested at Alexandra police station while attending a course.

The offices of the implicated private ambulance service, which cannot be identified until its owner has appeared in court, were raided on Thursday.

Suspicions have been rife for some time now that 10111 workers were colluding with certain ambulance services and tow truck operators for tip-offs to crime and accident scenes, and last September a consortium of tow truck operators handed in a memorandum to the head of the call centre detailing their grievances.

The Witness reported at the time that this apparent collusion was creating an uneven playing field in the ambulance and tow truck sectors, and fed-up tow truckers warned the situation might get violent if nothing was done.

Well-placed sources told The Witness that the Hawks investigators had obtained permission to tap the personal mobile phones of implicated 10111 operators and based on information received through that they began following a money trail.

This led investigators to a series of e-wallet payments allegedly made as kickbacks to the 10111 operators. The Witness was unable to pin down an exact figure for monies paid, but sources claimed it was in the hundreds of thousands of rands.

Each payment will constitute one count of fraud, sources said.

"It is actually illegal for the 10111 officials to have cell phones in the control room," a source said. "They need to hand their cell phones in at the beginning of their shift," the source said, saying that the officials carried personal phones in anyway and used them to tip off those they were in cahoots with.

"The officials would receive a call from the public for an incident. Instead of following procedure and phoning the public emergency response, they would phone [those they were in cahoots with] from their private cell phones and only give information out on air to police afterwards."

This gave those in cahoots with the operators "a substantial amount of time" more to get to accidents and crime scenes than the police.

"In return, 10111 operators will get paid a certain amount for every patient [the private ambulance service] got from each accident scene as a little ‘bonus’."

It was the same modus operandi for the tow trucker who is implicated.

The tow trucking fraternity was relieved at the news of the arrests.

"At least we can work in peace again. We can now make money properly. I haven’t towed a car in the last two weeks," said one tower who submitted the memo last September.

#contactcenterworld, @sapoliceservice

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.news24.com


About South African Police Service:
Company LogoThe South African Police Service (SAPS) is the national police force of the Republic of South Africa.
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Today's Tip of the Day - Plan Training In Advance

Read today's tip or listen to it on podcast.

Published: Monday, December 9, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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