Going behind the scenes of our anonymous crime reporting service

The steady, calm voice of Tony comes through the receiver, reassuring the caller that anything they tell him is completely anonymous. He won’t take any personal details such as their name, address or phone number, and if he passes any information on to the police, he won’t even reveal whether the person he spoke to was male or female.

The caller sounds notably relieved by this and begins to tell their story... 
 

100% anonymous. Always

Recently, in my second week working as a Digital Communications Officer at Crimestoppers, I visited the charity’s vitally important contact centre.

Anyone who joins the team in London is encouraged to make the trip to Surrey to meet some of our dedicated contact centre staff, and listen-in on the type of calls they receive.

The busy team of 55, who work in shifts 24 hours a day, seven days a week, 365 days of the year (even on Christmas Day) handle upwards of 2,000 contacts a day. And that figure is growing steadily, thanks in part to the charity’s anonymous online contact form.

As well as being able to speak to a member of the Crimestoppers contact centre team over the phone, people who can’t – or won’t – talk to the police can also contact us online. 

Tight-knit team

The incredibly tight-knit team features many stalwarts who’ve handled calls for the charity for more than 10 years. Tony, who talks me through how everything works, has been an agent for 13 years.

Unlike other call centres, which emphasise churning calls quickly, the Crimestoppers team give each person on the other end of the line as long as they need. There’s no flashing ‘calls handled’ LED sign hanging above people’s heads, and staff are encouraged to take regular breaks between conversations on the phone.

The team has access to a counselling service due to the sometimes harrowing nature of the contact they handle. And they also have the full and passionate support of their manager, Louise.  

No two calls are the same...

Because of our 100% anonymity promise, I can’t say too much about the types of calls I heard. But I was lucky enough to listen in on a really diverse selection of reports from the public. From concerns about scam texts to racial abuse, an attempted kidnapping and plans to skip the country before trial, my ears – and eyes – were opened to the sheer breadth of crime being reported by concerned members of the public.

I’m told that calls about drugs make up the largest percentage (50%) of reports, followed by road traffic offences and possession of weapons. But, in general, no two calls are the same.

As I finished up my shift listening intently and with fascination, I realised how draining this sort of conversation must be for the agents. We’re lucky to have such skilled and expert call handlers who are able to tease information so sensitively from people who’ve taken the incredibly brave step of getting in touch.

I left the office feeling inspired by everything I’d seen and heard, both over the phone and from the team who took time out from their day to explain their roles to me.

If you have information and want to speak to Crimestoppers, pick up the phone today and ring them free on 0800 555 111.

You can be reassured that you’re in the very safest of hands.

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EVER TAKEN A CALL THAT SOLVES A MURDER? 
 

100% ANONYMOUS REPORTING