News : BMTC Call Centre to be Integrated with Police Control Room
Bengaluru, India, March 19, 2019 -- Bangalore Metropolitan Transport Corporation (BMTC) is planning to integrate its call centre, which is to be upgraded, with the police control room in the city to attend to cases that require immediate police intervention.
The corporation is also planning to introduce a new call centre number — with four or five digits — which is easy to remember by replacing the existing 11-digit number.
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A BMTC official said, "The tender for setting up the new call centre was called a couple of weeks ago." The corporation hopes that commuters will be served more efficiently by integrating the call centre with the police control room. "Our call centre executives can hand over the call to the police when a passenger or bus crew needs their assistance in case of any emergency. Other complaints related to bus service will be dealt by the BMTC," the official added.
The BMTC has been operating its call centre for several years and also attends to grievances posted by passengers on social media or sent through mail. "On an average, we receive 500 calls a day from passengers. The number of calls increases when the corporation starts issuing students’ bus pass in the beginning of the academic year. Passengers also call us to get details of bus routes, timing, ticket price, and others," said a BMTC official.
As per the tender floated by the BMTC, the upgraded call centre will have 22 executives who will work round the clock in three shifts. It will be in a position to handle 3,000 phone calls and 500 emails a day; monitor at least 600 social media complaints, and 200 text messages.
At present, the BMTC operates more than 6,500 buses which cater to 45 lakh to 47 lakh passengers.
Posted by Veronica Silva Cusi, news correspondent
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About Bangalore Metropolitan Transport Corporation:
The Bangalore Metropolitan Transport Corporation, abbreviated to BMTC, is a government agency that operates the public transport bus service in Bangalore, India.
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