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LISTEN: Expert troubled by 107 call between emergency operator and van Breda

18 May 2017 3:33 PM

Was the call agent who spoke to Henri van Breda incompetent or not well trained? A call centre professional shares his analysis.

The training of call operators at the City of Cape Town's 107 Public Emergency Communication Centre (PECC) has been called in to question.

This follows the circulation of Henri van Breda's emergency call, which was earlier scrutinised in court.

An emergency call centre operator says she initially thought the call made by Henri van Breda, the morning following his family's axe murder, was a prank.

LISTEN: Henri van Breda's call to emergency services: 'My family and I were attacked'

Janine Philander responded the call made by the triple murder accused on 27 January 2015 and many on social media have questioned her level of professionalism during the exchange.

Call centre professional Darryn Havenga explains that emergency call centres require specialised expertise, different to standard information centres.

He says that Philander should have extracted some key information before proceeding with van Breda's call.

Havenga says the PECC is meant to have an integrated technology system that automatically identifies and generates a caller's location and phone number.

He explains that this level of efficiency could allow operators to focus on assessing the emergency and the response services required at the scene.

The professionalism required in the emergency centre is so much different to any other call centre.

Darryn Havenga, senior call centre professional

The lack of compassion is definitely a problem.

Darryn Havenga, senior call centre professional

Take a listen to extracts from the call and analysis from Havenga and other listeners:

18 May 2017 3:33 PM