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Re: Mother dies as son's 911 call is dismissed as a prank
Imo, if these people on the phone are calling shots that the callers may be prank calls then the emplyers aren't doing their job properly.
1. It should be drilled in to their brains that they aren't to make these types of decisions. They're simply there to log and dispatch. If they're deciding like this then they haven't been trained well enough.
2. The employer obviously isn't call monitoring to the level they should be. Non-profit or otherwise the QA basics still apply here.
When I used to work doing tech support for Microsoft (by an outsourced co. in Australia) we were being monitored once a day or so, and we didn't know when we were being monitored. We were constantly coached on our monitoring. If we said one thing wrong we were put on a system of increased monitoring. If we made a fucked up call like these people have done we would have an official warning.
To me, the fact that two different phone agents did this tells me that these most basic of workplace principles are non-existant.
And don't try and tell me that these sorts of QA practices are not feasible in non-profit organisations... They're even more important when people's lives are on the line. That's why these places exist in the first place.
"If not for Josh Wink, Sasha wouldn't own any Acid except for the paper stuff he dopes chicks with at clubs." - Jenks, 2004
Re: Mother dies as son's 911 call is dismissed as a prank
^ ^ There are communities that have complete training programs for these operators but not every city/county/state has a system like this. Why don't they? Beats me. Just more proof that people don't know how to accept responsibility and initiative to get things done properly. If 10% of the public services were run the proper way... imagine just much better everything would be. That's what we get for letting stupid, lazy people procreate and continue their great "tradition".
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