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News : Why SAPS 10111 Call Centres Leave You Hanging

#contactcenterworld, @sapoliceservice

Pretoria, South Africa, May 13, 2024 - Having efficient contact with the South African Police Service (SAPS) is seen as a crucial means to address crime – however, the country’s call centres are short-staffed and see a large number of calls made to them dropped.

This was outlined by a recent response given in parliament by the Minister of Police, Bheki Cele, to questions posed to him by Democratic Alliance’s Andrew Whitfield.

According to the information provided by the minister, on average, only 41.31% of SAPS emergency call center positions are filled.

Such staffing issues have contributed to the fact that since 2018/19, 14.9 million calls to 10111 were abandoned in 11 out of the country’s 19 centres.

Looking at the data, none of the call centres across the country meet its "ideal situation" of posts filled, which, according to Cele, "refers to the number of resources which the SAPS should ideally have to perform" their functions.

Looking at provincial averages, Mpumalanga has the lowest amount of posts filled, sitting at a third (33.33%) of the ideal target.

This contrasts with the Western Cape’s 86% of posts filled in its only call centre, Maitland. However, this is an 8% drop from the 94% it recorded in 2023.

The centre with the lowest percentage of of posts filled is Queenstown in the Eastern Cape, at 8.2% of its ideal requirement. This is followed by Secunda in Mpumalanga, at 14.1%.

In hopes of improving the short-staffed call centres, Cele said that SAPS is in the process of finalising a revised Fixed Establishment in the budget, which "will absorb 535 additional entry level constables," allocated to 10111 call centres.

Abandoned calls

Abandoned calls are either not answered by an agent, the caller hangs up before an agent answers, or the call has ultimately been disconnected.

The understaffing of 10111 call centres and multiple system failures led to 26.2% of calls (14.9 million out of 56.99 million) to 11 SAPS centres being abandoned since 2018.

Important to note that the data provided is incomplete and thus skewed, as eight centers do not have information due to non-operational telephone management systems that record calls.

The centres which do not have abandoned call data, which ultimately greatly skews the results, are:

Eastern Cape (Mthatha and Queenstown);
Free State (Phuthaditjhaba and Mangaung);
KwaZulu-Natal (Richards Bay);
Mpumalanga (Secunda).

The provinces which have no data at all on abandoned calls are Limpopo and the Northern Cape.

Of the data that has been provided, the call centres with abandoned calls making up over half of the calls logged between 2018/19 – 2023/24 are:

Welkom (Free State) – 64.6%
Mahikeng (North West) – 52.2%

#contactcenterworld, @sapoliceservice

Posted by Veronica Silva Cusi, news correspondent
Source: https://businesstech.co.za


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 - Environmental Considerations

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

Published: Tuesday, May 14, 2024

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2024 Buyers Guide Recruitment Products/Services

 
1.) 
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HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
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Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

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Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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