[LINK] Lost in the Blue Mountains
link at fly.to
Wed May 20 20:07:09 AEST 2009
At 09:16 20/05/2009, grove at zeta.org.au wrote:
>On Wed, 20 May 2009, Scott Howard wrote:
> > a standard address then this makes sense. What is important is
> that for the
> > remaining 0.01% of calls there is a way for both the operator and
> the system
> > to understand that "half-way between Narrow Neck and the Ruined
> Castle" is a
> > valid "address" when you're lost bushwalking in the Blue Mountains.
>In many cases, call centre ops are on a clock. If they run into
>what ever is deemed to be an "overtime" call, this can be logged
>by their supervisor. The operational method of the call centre
>is based on jobs completed in smallest time, not human values.
Don't be too hard on 000 operators, in the call centers for most of
the services. Yes Telstra centers are very much Quick Call
handling. They have to be.
But there are operators in Ambulance, Fire and Police who have stayed
on the phone for log periods of time helping young children carry out
life saving procedure for parents injured in the rural or even city areas.
It's probably rare, but there are some people in these positions that
had they taken the call from the Blue Mountains would have used
common sense and their brains to get something under way, even if
just referring the phone number and details to the National Parks,
SES and other like services.
But, the bell curve of society defines this will be quite rare.
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