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Helpline Receives Over 35k Calls During Second Wave #contactcenterworld Pune, India, June 28, 2021 -- The Pune Municipal Corporation’s call centre for Covid help received over 35,000 calls in the last four months. Majority of the calls were related to the availability of hospital beds. Nearly 8,000 beds were allocated via the helpline during the second wave of the pandemic."The civic body will continue to operate the helpline in the days to come. It has provided timely help to many people during the pandemic," the mayor Murlidhar Mohol said. As per the Pune Municipal Corporation (PMC) data, around 27,000 calls were pertaining to the information gathering about Covid. They included information about Covid Care Centres and home isolation. The remaining 8,000 calls were about the availability of beds. Information about oxygen beds, ventilators and ICUs was also sought. As per the civic administration, it had started the help centre with five lines, which were then increased to 10 after more calls started coming in. The number of lines were further increased to 15 in the peak period. On an average, 700 to 800 calls were received per day at the centre. The number then reduced to 200 as the number of positive cases reduced. Now, the helpline receives 50 calls on an average. According to the PMC officials, the civic body had decided to introduce the call recording feature at the call centres of Covid bed management. The decision was taken after many citizens raised complaints of not getting proper information about the availability of beds. A civic official said the Bombay high court too had raised questions on the functioning of the centres a few months. The court, while hearing the matter regarding call centres and other facilities of PMC, had directed one of the advocates to give a call on the Covid helpline and check the hospital beds’ availability. The staff member, who had answered, didn’t give the information properly, following which the civic body took action against her, the official added. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, June 30, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |