CALL CENTERS

[nigerian_admin]

CALL CENTERS FOR SECURITY

Community is created by people who choose to live together, for security,to exchange goods and services each produced, and to socialize. We cannot attain all our needs if we live alone. However living as a community will not be beneficial unless it is organized to meet our needs.
We are individually a producer. We collectively produce and exchange our production daily each producing what they know best for what they need. This is the only way we can put roof over our head and feed ourselves and our family. In the pursuit to attain this simple quest we need to be secured. We need to know, that our production and gains are save, that when we exchange our goods and or services the rules of trade are honoured, and most importantly that our lives and that of our family and community is save.
It is instinctive that when we are in danger we yell for help. In any community where there is response for that call for help, the people within it are saver and there is less violence, confrontation, and aggression. For a society to prosper and be peaceful the people within it must be able to get response for help.
These are some of the reasons why we call for help:
(a) When our lives and our family’s lives are in danger.
(b) When the lives of our neighbour or community is in danger.
(c) When there is an accident.
(d) When there is a fire.
(e) When there is a home invasion.
(f) When our property is threatened.
(g) When contracts consummated with others are not honoured.
(h) When we notice irregularities in our community.
Every civilized nation provide for their citizen places to call for help. It provides a sense of security, believe that we are not alone, and confidence that our community will take care of us. I will go to bed peacefully if my safety is a phone call away. My community will be peaceful if I have a place to call to retrieve my bicycle found at a neighbour’s yard. In a minor accident both drivers don’t have to result to physical fight to resolve the party at fault. My home will be safer if everyone in the community knew that the authority will be there in minutes.
A place to response to our calls is equally as important as our calls. There has to be structured assigned, trained, and equipped personnel readily available to respond to our calls. These personnel must have rules and regulations that guide them and they must be responsible and accountable.
There are areas that need to be structured to fulfil the transition from the distressed citizen to the completion of the response:
(a) The citizen in distress.
(b) A call center.
(c ) Emergency response departments.
(d) A management to direct, organize, and coordinate these structures; citizens in distress, the call center, and the emergency responders.
(e) A supervisory board. This board would be the venue for citizen’s complaints about response time and satisfaction of the services provided by the emergency responders. The board will also control, regulate, and discipline all the structures.

Organization, regulation, co-ordination and discipline
A citizen in distress must know the number to call with the least effort. Therefore the number to call must be simple and short no more than three (almost all countries utilize 911). This number should also be universal throughout the States and the country for ease of recall as we travel from one State to another. There should be intense advertisement until the number becomes ingrained into our memory. Examples of the things to say when calling the center’s in distress, are also important in the advertisement such as, name of the caller, the caller’s location, the problem, the need, etc.
The call center is a dispatch center that distributes all calls received to the appropriate emergency departments. Operators must be trained on how to respond to distress callers and to direct their calls. Each call should have an incidence number, the time the call was received, the name of the supervisor responding to the emergency, the arrival at the site, type of service rendered, and the completion time to the emergency.
Departments that provide emergency services such as fire, law enforcement, electricity personnel, works and services, medical emergency, etc. should have readily trained staff to respond to emergencies. These emergency staff in each department should be dedicated only to emergency response. The time of each call and reference numbers from the call centers should be documented, the services rendered and the time they left the sight of the emergency must be documented. All required equipment must always be available to enable efficient and effective response.
There should be a management system in place that will direct and co-ordinate the structures. The management will be responsible for advertisement of the numbers to call. They will be in charge of educating the public of its usefulness in responding to emergencies, in resolving conflicts, in making us save, less aggressive, less confrontational and less violent. The times the calls are made, responded to, and completed are monitored. The satisfaction of the distressed citizen must be documented. It will be the function of this management team to report irregularities to the supervisory board.
The supervisory board will supervise the whole structure. The board will also be responsible for creating all the rules and regulation that will guide these interdependent structures. It will be the citizen’s recourse when unsatisfied with services rendered.
When we know we are not alone, there is a big weight off our shoulder. We will consciously or subconsciously begin to feel we belong to our community. If our community protects us we will do all to protect her. There will be less aggression, confrontation, and violence because there is a place to call that will resolve the problem that confronts each one of us. We will socialize with each other a lot better peacefully. We will also exchange our goods and services produced with lesser interruption. The assurance that there will be appropriate response to our distress gives us the confidence to venture, take chances, and grow.
A society that makes her people save will ultimately be saved by the people.