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News : Bangalore Electricity Supply Company Helpline Leaves Residents Helpless

#contactcenterworld, @nammabescom

Bengaluru, India, Sept 25, 2018 -- Sunday's rains brought with it a night full of misery for residents of south and west Bengaluru, as well as several other areas in the city, as power cuts hit consumers almost as soon as the rains started. For many, however, the unavailability of the helpline numbers for the Bangalore Electricity Supply Company (BESCOM) was the biggest pitfall, as they were left clueless about when the power would be restored.

The helpline, 1912, which has been under strain for a long time now due to the high volume of calls, was completely unreachable, many consumers said. With other options like SMS-based complaint filing or other alternative phone numbers not as popular as the helpline, which was widely advertised, many were left trying to call the number through the night or venting their frustration on social media.

According to officials, on Sunday, a whopping 14,000 calls were made to the helpline, which could manage to take only 7,019 calls. Almost 7,700 calls had to be abandoned as there weren’t enough lines to receive complaints. "We tried calling them from the time power went out at our house around 1am. Till 5am we could not get through and finally we stopped trying," said Saurabh Singh, a resident of Kengeri.

Just a few months back, in June, the electricity distribution utility was facing a similar problem with around 30,000 calls being made to the helpline number each day. At the time, it was decided to start distributing phone numbers of each sub division which would help consumers get updated information. However, as of now, only mobile numbers for control rooms are being distributed.

Helpline unaware
If you are one of the lucky few who do manage to get through to the helpline, do not expect an exact time frame for restoration of power. "While it is difficult to predict when power will be back during rains, the situation is the same during normal outages as well. All the helpline can do is tell you that they will remind the officials on the ground again. There is rarely an update as to when power will be restored," rued Ashish Parthasarathy, a resident of Banashankari. The reason for this seems to be a reluctance by officials on the ground to update the helpline staff as to a possible time of completion of repairs.

Other methods to file complaints
If 1912 is not an option anymore due to the high volume of calls, consumers can choose to Tweet their complaints to @NammaBescom or post on their Facebook page as well. They can also send and SMS to 58888 or WhatsApp 9449844640. The BESCOM Mithra app can also be used to file complaints, officials said.

#contactcenterworld, @nammabescom

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.newindianexpress.com


About Bangalore Electricity Supply Company:
Company LogoBESCOM - Bangalore Electricity Supply Company Limited is responsible for power distribution in the Eight districts of Karnataka.
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Today's Tip of the Day - Memorable Numbers?

Read today's tip or listen to it on podcast.

Published: Wednesday, September 26, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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