The Call Centre Electronic Management System of the Anti-Deception Coordination Centre (ADCC) has come into full operation, with Assistant Commissioner (Crime) Yuen Yuk-kin officiating at the launching ceremony of the system on April 10. Chief Telecommunications Engineer Mr Man Kwok-fung and Telecommunications Engineer (Professional Mobile Radio) Ms Kwok Pak-sai of the Communications Branch were invited to attend the ceremony.

To tie in with the latest Strategic Directions of the Force in the digital age, the ADCC embraces the use of technology to provide the public and frontline officers with quality and professional services. With the support of the management and the assistance of the Communications Branch, the ADCC has developed the first customer-oriented Call Centre Electronic Management System in the Force.

The new system automatically captures the information of callers and keeps detailed records of all enquiries. Hence it enables officers to grip with repeated callers' background promptly so as to address the specific needs of the public in a more professional manner. Through a new interactive voice response system of the "Anti-Scam Helpline 18222", members of the public can either obtain consultation service from officers of the ADCC instantly or get the latest anti-scam information from the interactive system directly.

Regarding the management of service quality, a real-time call volume, including the number of calls being answered and awaiting, is displayed on a 154-inch video wall to strengthen internal sharing of information and facilitate deployment of manpower. To ensure a high standard of service, the Call Centre Electronic Management System is equipped with a monitoring function which allows supervising officers to provide instant guidance for call operators, or to join the conversation via a conferencing call to provide direct support. Moreover, the system analyses the overall trend of incoming calls to help the management arrange long-term and strategic deployment.

The launch of the Call Centre Electronic Management System marks a new milestone for the ADCC to put digital policing into practice. The ADCC will continue to provide quality and professional services to the general public and frontline officers.