News : Police Helpline: How Long You Will Wait in an Emergency
Cape Town, South Africa, Aug 20, 2015 -- Just over 19 minutes. That’s how long you’d have to wait for a police officer to arrive if you called the 10111 number during an emergency.
This time was the latest national average and measured from the moment a complaint was received until attendance, SA Police Service spokesperson Vishnu Naidoo told News24.
Where crimes had already occurred, it took around 24 minutes and 33 seconds for officers to pitch.
If the complaint involved "less serious" offences - such as drunkenness, loitering and trespassing - the average response time was 21 minutes and 45 seconds.
Naidoo said that when someone phoned the 10111 number, they were normally put through to one of 22 call centres.
If their area did not have a call centre, the call was directed to the nearest police station.
"The police reaction time is monitored on a continuous basis," Naidoo said.
"All 10111 call centres are staffed, however, due to a high volume of calls received during certain periods of the day additional strain is placed on the call takers."
He said most calls were enquiries or prank/hoax calls, which influenced the response to emergencies.
Last month, a man who was mugged on popular Cape Town tourist spot Lion's Head claimed that a 10111 operator told him and fellow victims: "Well, we don’t know where it is and we don’t know what to do."
DA MP and police spokesperson Dianne Kohler-Barnard said it was horrific that millions of rands had been spent on a number that was "failing" people.
"If a tourist phones a toll-free number and the answer is that they cannot assist him, what possible use is it?" she told News24.
GO FOR GOLD AND REPRESENT YOUR NATION!
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
She said she had personally had three "dreadful" experiences with 10111. One operator answered the call with "Huh?", another didn’t know where a location was, and a third operator said they couldn’t help her unless she knew the name of a road.
Naidoo said call centres and police stations had access to mapping and members were trained how to correctly trace places.
According to the police’s 2015/16 performance plan, it was busy developing customised reaction time targets for urban, rural and semi-urban areas.
Asked whether these targets were available, Naidoo said the stats formed part of the annual report and could only be released through that medium.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Corporate Values
More Editorial From South African Police Service
About South African Police Service:
The South African Police Service (SAPS) is the national police force of the Republic of South Africa.
Published: Friday, August 21, 2015
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication ...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...