News : Pranksters Warned their Calls will be Traced and They’ll Face Prosecution
Cape Town, South Africa, June 17, 2016 -- Pranksters abusing the City’s public emergency communication centre service have been warned they would be tracked down and prosecuted.
Of the 532 682 calls emergency operators received for the whole of last year 102 217, or 20 percent, were prank calls.
This meant an average of around 8 500 prank calls a month, or 280 prank calls a day were received.
Mayco member for Safety and Security, JP Smith, said the calls ranged from hoaxes to those of a perverse nature.
"The calls range from emergency hoaxes to the vilest verbal abuse, but also, more disturbingly, calls of a very perverse nature.
"It is unacceptable that our operators who are there to do a very serious job have to endure this type of abuse with no recourse except to cut the call. It is also very unfair and potentially life-threatening to people with real emergencies who cannot get through or who are kept waiting because pranksters are clogging the lines," said Smith.
Several recorded calls were sent to the Cape Times.
In one of them a child reports a fake fire at a mall in Somerset West, while another proceeds to blurt several profanities at the operator before hanging up. Another person, who had allegedly called the service a number of times, said he was deported from the US and claims the Department of Correctional Services of trying to track him down. He ends the call before the operator can ask him further questions.
At the end of every call, before the pranksters hang up, operators are heard having to ask the public not to phone if it is not an emergency.
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
Smith said the City was preparing to track down and prosecute prank callers.
"Our system allows us to pick up exactly where the call is coming from, but it’s tricky when the perpetrator is using a public telephone. However, many abusive calls come from landlines and cellphones.
"I have instructed the City’s Special Investigations Unit to extract information on the top 10 habitual offenders and lay charges in terms of national legislation that makes such prank and hoax calls to an emergency call centre an offence.
Provincial emergency numbers include the City’s 107 public emergency number, 10111 for the police’s visible policing division, Crime Stop at 08600 10111 and 10177 for an ambulance.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Ask For Ideas
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 170,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Monday, June 20, 2016
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...
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 ...
|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...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.