News : KZN 10111 Call Centre Gets Facelift
Durban, Nov 12, 2014 -- The Durban 10111 call centre has finally received a much-needed facelift, with hi-tech equipment installed to help stop crime ravaging the city.
Journalists were taken on a tour of the centre at Durban Central police station, which has been fitted with new equipment.
Police spokesman Jay Naicker said the building had to be renovated before the equipment was installed.
During the renovations, the centre was temporarily moved from the tenth floor to the ground floor. This resulted in complaints from the public about inefficiencies.
Taking journalists through the process, provincial head of technical management services, Brigadier Martin Stander, said: "The management system displays the available agents, call-taking agents, calls handled in the day and the number of calls abandoned."
Head of the 10111 centre, Lieutenant-Colonel Mantha Havenga, said prank calls continued to posed a challenge, especially in the afternoons when schoolchildren were at home.
Between 6am and 10am on Tuesday, the centre had received about 580 calls. About 40 were recorded as "abandoned".
Stander said: "Call-takers receive the calls and they are logged in a computerised system. With the new system, if you call from a Telkom line, your details are automatically loaded on to the screen - which hastens the process of registration."
The call-takers determine if police response is required and when the call is transferred to the dispatchers.
The head for provincial visible policing, Brigadier Robert Harry, said the new system allowed for the "management" of complaints - from when these were lodged to the point when the police arrived at the address provided.
A screen, with a map of Durban, provided information on the police vehicles "booked" for responses because police management was concerned about reaction time.
l Meanwhile former judge Essa Moosa has been appointed to attend to complaints regarding the Directorate for Priority Crime Investigation, known as the Hawks.
The directorate was launched last year by former police minister Nathi Mthethwa in September last year.
Moosa, speaking at Durban’s Olive Convention Centre on Tuesday, said members of the Hawks could also approach the directorate should they believe there was political interference in their investigations.
He is a former judge in the Western Cape High Court.
Posted by Veronica Silva Cusi, news correspondent
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Published: Thursday, November 13, 2014