Almaty police call centre doubles personnel, seeks quicker call times

ASTANA – Almaty recently doubled the number of personnel at its police service call centre to make it easier for residents to contact the police.

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The operations centre of the Almaty Interior Department that employs 50 people has a goal to process calls within two minutes.

“The most important thing is to understand that a person needs help. Perhaps stop him or her at some point, ask questions so that it takes less time to respond to the call and so that the police would arrive as soon as possible. So you try to take the situation under your control,” said Centre Operator Yelena Moiseeva, as quoted by KTK TV channel.

Changes at the service centre also include salary increases and new equipment.

“The call centre is working in the following way. If operators are not able to answer, then the call is placed in a queue as an unanswered one. They will answer you for sure, you just need to hang on a call. If you drop the call and try to dial again, then you could end up last in the queue,” said Centre Director Andrei Kvashnin.

The centre received more than 373,000 calls within the last six months, including 28,000 reporting crimes and 150,000 reporting administrative violations.

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