Alert Disney Call Center Agent Helps Domestic Abuse Victim

Call centers can sometimes get a bad reputation for long wait times and inattentive, unhelpful agents. But in the case of a Disney (News - Alert) call center, a helpful agent may have helped save a domestic abuse victim's life.

According to the York Dispatch, a local Pennsylvania woman reached out to the Disney call center pretending to buy tickets. But the call was actually an attempt to get help from an abusive boyfriend who had allegedly strangled her numerous times and threatened to kill her.

The Disney call center agent overheard the woman yelling "get off me" and "get away from me" while on the call and went into action. The agent began asking the woman questions, but she would only reply with "yes" and "no" answers.

The criminal complaint stated, "The Disney World employee at one point asked if (the woman) was actually calling to book a stay and she stated 'no.' She then asked (the woman) if she needed law enforcement to her home and she stated 'yes.'"

The quick-thinking call center agent went into action and called for help, and local police were sent to the residence. Wayne Terry Shiflett, 38, already had an active warrant for theft and was subsequently arrested and charged with felony strangulation as well as misdemeanor charges of simple assault and making terrotistic threats with intent to terrorize another, as well as harassment. He is being held on $20,000 bail, according to the York County Magisterial District Court.

While call center employees don't receive training specific to domestic assaults or other emergencies, the quick thinking of the Disney employee could have saved a life. Agents are now being encouraged to work more closely with callers, become more empathetic and pay more attention to details. That practice could ultimately pay off in a number of ways, as evidenced by the Disney call.

 

Edited by Maurice Nagle