South Africa: number of dropped emergency calls 2022

In 2022, the number of dropped crime-related emergency calls made to the 10111 emergency call centers in South Africa was the highest in the Gauteng province, with 537,974 dropped calls being reported. The KwaZulu-Natal province followed with 261,639 dropped calls in the same year. Considering the number of crime-related emergency call-takers available, or lack thereof, the high call volume become impossible to manage.

Number of dropped crime-related emergency calls in South Africa in 2022, by province

Characteristic	Number of dropped emergency calls
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Release date

July 2023

More information

Region

South Africa

Survey time period

April to December 2022

Special properties

National Assembly written question for written reply

Supplementary notes

The values for different centers have been aggregated by Statista in order to get the values for KwaZulu-Natal, Mpumalanga, Eastern Cape.

Crime-related emergencies in South Africa are reported through the 24-hour 10111 call centers.

Only six out of nine provinces have provided data and not all 10111 call centers have provided statistics due to call manager functionality being outdated or faulty. Therefore, the figures will be much higher than the ones reflected in this set of data.

The following terms are applicable, when referring to "dropped calls":

-Abandoned calls: Calls which could not be answered e.g. callers who end the calls themselves, while in the queue, before the system could transfer the call to the call-takers.

-Calls abandoned in 10 seconds: Calls which are terminated by the caller within a period of 10 seconds, before the call could be transferred to a call-taker.

-Calls abandoned in more than 10 seconds: Calls terminated by the caller, after a period of 10 seconds, before the call could be transferred to a call-taker.

-Calls abandoned at agents: Calls which are terminated by the caller and have already been transferred to a call-taker to answer.

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