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HindustanTimes Thu,31 Jul 2014

To rein in ‘rude’ attendants, cops to monitor PCR calls

Karn Pratap Singh Karn Pratap Singh Karn Pratap Singh, Hindustan Times  New Delhi n New Delhi: New Delhi, June 12, 2013
First Published: 23:57 IST(12/6/2013) | Last Updated: 02:14 IST(13/6/2013)

In a first-of-its-kind step to boost its dwindling image and to bridge the gap between Delhiites and the police control room (PCR), its first public interface, the Delhi Police have decided to weekly evaluate distress calls made by residents to its helplines.

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The police have constituted an “employee of the week” contest to keep its seemingly rude telephone receivers/attendants and call dispatchers deployed in the central police control room (CPCR) in check. The best call receiver and dispatcher will be rewarded and the worst pulled up based on a random, weekly evaluation of calls attended.

While the call attendant or the receiver is the person who receives your call made at helpline number ‘100’ and takes details of the crime or incident, the dispatcher is the person who is aware of the topography of the area and coordinates with the nearest PCR van to reach the spot at the earliest.

http://www.hindustantimes.com/Images/Popup/2013/6/13_06_pg2a.jpg

The step has been termed “caller response quality check” and was initiated last week by TN Mohan, special commissioner of police (operations).

A five-member team from the PCR’s internal vigilance department under the supervision of additional CP (PCR) Paldan (he goes by a single name) has been given the responsibility of monitoring the initiative.

A senior police officer said the team had started analysing 100 random calls out of over 22,000 calls received in the CPCR every day. Delhi Police have been receiving complaints of unsatisfactory response of call attendants at the CPCR, leading to further harassment of the distressed callers.

During the analysis, the team listens to the recorded conversation between the caller and the receiver and checks the quality of response. Apart from analysing the conversations, the team evaluates the response of the dispatcher, instrumental in providing immediate relief to the caller by dispatching the nearest PCR for help.

The department will give a cash reward between R2,000 and R5,000 each to the “best receiver and best dispatcher” of the week. In case of lapses, they will be warned to improve their attitude. In case of repeated misbehaviour, the department will take action against the offending CPCR personnel.

“Our focus is to improve the attitude of our staff towards the callers. We have been receiving complaints from the public about the bad behaviour or the attitude of our call takers. When we started analysing the received calls, we found several loopholes,” TN Mohan told Hindustan Times. 


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