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T-MOBILE GHOST CALLS

T-MOBILE GHOST CALLS. QUESTION – WHICH OF THESE ARE REAL?. Easter bunny (A) Bigfoot (B) Santa Clause (C) T-MOBILE Ghost Calls (D) None of the above (E). ANSWER. None of them are real!. QUESTION – DID YOU SEE THIS STORY?.

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T-MOBILE GHOST CALLS

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  1. T-MOBILE GHOST CALLS

  2. QUESTION – WHICH OF THESE ARE REAL? • Easter bunny (A) • Bigfoot (B) • Santa Clause (C) • T-MOBILE Ghost Calls (D) • None of the above (E)

  3. ANSWER • None of them are real!

  4. QUESTION – DID YOU SEE THIS STORY? • Evil T-MOBILE floods Dallas 9-1-1 call center with Ghost Calls that endanger citizens of Dallas and overwhelms call takers • Yes (A) • No (B)

  5. QUESTION – DID YOU SEE THIS STORY? • Dallas Mayor retracts blame of T-MOBILE and says “staff has misled us for years” regarding staffing & problems at 9-1-1 call center • Yes (A) • No (B)

  6. QUESTIONS • This is all so confusing – who do we believe? • If Ghost Calls are not real what happened? • If its not TMOB’s fault who is to blame? • What did the mayor mean about being “misled us for years?” • How did we get to this point?

  7. GOALS FOR TODAY’S SESSION • The people in this room must understand what happened because none of us can afford to repeat the mistakes that were made in Dallas • Might take an hour of your time, but this is important • Need your input and help • Follow the steps I took in looking for answers

  8. GOALS FOR TODAY’S SESSION • Explain Ghost Calls – fact vs. fiction • Offer a possible explanation of what happened • Explain the fallout in TC 9-1-1 from the mess in Dallas • Offer suggestions going forward

  9. KEVIN’S CLUES ABOUT GHOST CALLS • TMOB only • South Dallas only • Happens only when calls are in queue

  10. ROADMAP TO SOLUTION • Find out who calls 9-1-1 • These are the callers who end up in queue • Find out what happens when 9-1-1 callers are in queue • Look at the few facts we have about Dallas • Draw conclusions and develop recommendations

  11. WHO CALLS 9-1-1? • 5,000 – 6,000 per day • Seasonal – higher in summer and lower in winter • 84% come from cell phones • 8% from NSI cell phones (9-1-1 Area Code)

  12. WHO CALLS 9-1-1? • 9-1-1 calls in my city are evenly divided among all neighborhoods in the city (A) • 9-1-1 calls in my city are not evenly divided among all neighborhoods – some of my neighborhoods register very few 9-1-1 calls while we get a lot from other neighborhoods (B)

  13. WHO CALLS 9-1-1? • Most 9-1-1 calls in my city come from people in the upper income groups (A) • Most 9-1-1 calls in my city come from people in the lower income groups (B) • 9-1-1 calls in my city are about evenly split between all income groups (C)

  14. WHO CALLS 9-1-1? • Most 9-1-1 calls in my city come from people in the higher education groups (college plus) (A) • Most 9-1-1 calls in my city come from people in the lower education groups (high school or lower) (B) • 9-1-1 calls in my city are about evenly split between all education groups (C)

  15. ESTIMATED CELL PHONES BY CARRIERIN TARRANT COUNTY 9-1-1 • Total Cell Phones – 1,980,000 • ATTMO = 33% • VZW = 30% • TMOB = 27% • SPPCS = 10%

  16. WHICH CARRIER NETWORK CALLS9-1-1 THE MOST? • ATTMO (A) • SPPCS (B) • TMOB (C) • VZW (D)

  17. ACTUAL 9-1-1 CALLS BY CARRIER IN TARRANT COUNTY 9-1-1 • TMOB                   41.3% •  ATTMO                 36.0% •  SPPCS                   14.4% •  VZW                        8.3%

  18. WHY SO MANY 9-1-1 CALLLS FROM TMOB? • Metro PCS started in 2007 & had a big impact here • Metro PCS serves lower income customers who cannot afford or don’t have good enough credit for traditional “post pay” plans from traditional carriers • 2 years ago TMOB bought Metro PCS • 9-1-1 calls from Metro PCS customers are included in the TMOB calls • Remember the 8% NSI cell phones?

  19. PROFILE OF 9-1-1 FREQUENT CALLERS • Probably calling from an economically depressed neighborhood • Probably lower income • Probably lower education • Probably using a MPCSI cell phone which shows TMOB

  20. KEVIN’S CLUES ABOUT GHOST CALLS • TMOB only • South Dallas only • Happens only when calls are in queue

  21. “QUEUE EFFECT” • Customers in ACD queue are likely to hang up and call back if calls not answered quickly • This is true even if the recording says “do not hang up – your call will be answered in the order received”

  22. “QUEUE EFFECT” FOR 9-1-1 CALLS • Southwest Airlines does not try to call you back if you abandon in their queue • Most PSAP’s attempt to call back all callers to 9-1-1 who abandon in queue • If a PSAP is understaffed this policy compounds the staffing problem by driving more calls into queue

  23. “QUEUE EFFECT” FOR 9-1-1 CALLS • At any given time most of your callers are TMOB • If calls go into queue then most of your callers in queue are TMOB

  24. “QUEUE EFFECT” FOR 9-1-1 CALLS • Why would callers in 9-1-1 queue hang up and call back? • Language issue? • Not familiar with queue? • Judgement impaired?

  25. WHICH CARRIER NETWORK CALLERS AREMOST LIKELY TO HANG UP IN QUEUE AND CALL BACK? • ATTMO (A) • SPPCS (B) • TMOB (C) • VZW (D)

  26. “QUEUE EFFECT” FOR 9-1-1 CALLS Majority TMOB 9-1-1 calls Majority TMOB in queue TMOB majority hang up & call back

  27. “QUEUE EFFECT” FOR 9-1-1 CALLS • “But Bill that couldn’t happen here – our time spent in queue isn’t high enough to support a flood of calls” • No it could not happen here! • In May only 3 calls spent 3 minutes in queue • But what if we traveled to another planet . . .

  28. “QUEUE EFFECT” FOR 9-1-1 CALLS ON ANOTHER PLANET • Very big city – over 90 call take positions • 100 trunks with 100 queue slots • Unbelievably understaffed • 2nd shift on Friday & Saturday nights had calls in queue all shift • Most calls were in queue 20 minutes or longer

  29. “QUEUE EFFECT” FOR 9-1-1 CALLS ON ANOTHER PLANET Majority TMOB 9-1-1 calls Majority TMOB in queue TMOB majority hang up & call back

  30. “QUEUE EFFECT” FOR 9-1-1 CALLS ON ANOTHER PLANET • TMOB callers most likely to hang up and call back • VZW, ATTMO & SPPCS less likely to hang up and call back so their calls clear • Analysis of call data for that entire shift shows what? • Flood of TMOB Ghost Calls!

  31. DALLAS 9-1-1 • 7th largest city in USA (public record) • Over 90 call take positions (public record) • 100 trunks with 100 queue slots (public record) • Very understaffed (Dallas Morning News editorial) • Some calls were in queue 20 minutes (TV interview with man whose husband died)

  32. DALLAS 9-1-1 • What did the mayor mean when he said “staff has misled us for years?” • How bad the 9-1-1 staffing really was (Dallas Morning News editorial) • Handout – excerpt from Dallas Morning News - March 20, 2017 • ESIF conference – May 2017

  33. GHOST CALLS REALLY QUEUE EFFECT • Callers who call 9-1-1 and abandon the call and then call back later • Can and do happen on all wireless networks • TMOB stood out because most 9-1-1 calls come from TMOB • Long times in queue magnify the problem

  34. QUESTIONS SO FAR?

  35. QUESTION? • I think I understand Ghost Calls and what happened in Dallas • Yes (A) • No (B)

  36. FALLOUT #1 • “But they’re Ghost Calls . . . there’s nothing we can do about them . . .”

  37. RECOMMENDATION #1 • Please make sure all call takers know that Ghost Calls are not real • Please make sure that if you are having a problem PLEASE call someone here • That’s why we are here

  38. FALLOUT #2 • “Council wants to know what we can do to make sure what happened in Dallas does not happen here . . .”

  39. RECOMMENDATION #2 • Make sure your staffing does not reach critical point • Share ASA with your boss and all the way up to Council • If Dallas Council had been monitoring ASA for the past 4 years do you think this would have been avoided?

  40. LAST CHANCE FOR QUESTIONS?

  41. GOALS FOR TODAY’S SESSION • Explain Ghost Calls – fact vs. fiction • Offer a possible explanation of what happened • Explain the fallout from mess in Dallas in TC 9-1-1 • Offer suggestions going forward

  42. QUESTION? • Did we meet the goals for today’s session? • Yes (A) • No (B)

  43. FOR COPIES OF EVERYTHING

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