Calls to Seoul's 120 Dasan Call Center will automatically end after 20 minutes under a new system aimed at easing the emotional strain on counselors handling lengthy calls and cutting wait times for other residents.
The Seoul Metropolitan Government's 120 Dasan Call Foundation said on the 18th that the system will take effect at 6 p.m. on Oct. 20. Callers will be notified of the time limit through an automated response system before being connected to a counselor, and a voice message will warn them five minutes before the cutoff once a call passes 15 minutes. At the 20-minute mark, a final notice plays and the call ends.
Calls may continue beyond 20 minutes when counselors determine that additional consultation is needed to resolve a complaint. Residents with remaining questions after a call is cut off can dial 120 again.
The foundation has taken legal action against abusive callers who use profanity, verbal abuse or sexual harassment, and has applied separate guidelines to repeated and prolonged calls. It said it designed the new system because counselors had been left to ask callers to end calls themselves, and because long calls could delay other residents trying to get through.
"We will reduce the burden on counselors from prolonged calls while enabling more residents to receive help quickly and conveniently," said Song Joo-beom, chairman of the 120 Dasan Call Foundation.