News : Calls for Tankers Flood DJB Helpline
New Delhi, India, Feb 23, 2016 -- The Delhi Jal Board's 24x7 call centre and tanker monitoring cell are working non-stop to handle a plethora of complaints that have been pouring in since water was affected in the city since Sunday onwards.
At the call centre located at Delhi Jal Board's headquarters in Jhandewalan, 18 agents are handling between 1,500 and 2,000 calls each day, many of them related to tanker requirements. "The call centre is actually getting close to 4,000 calls but within the system, it is impossible to handle so many per day. This is more than double of what we get on a normal day," said a DJB official.
The official also pointed out a problem that there were multiples calls on the same issue. "For instance, many people from the same area are calling up for tankers. The 4,000 calls that are being recorded are also those that may get disconnected before or during the call," the officials added.
The complaints are being monitored at various levels, reaching even the CEO, if not handled within the specified time frame. A white board, calling attention of the agents, is placed at a prominent spot stating which plants are shut and which areas are being affected. "It is a very tough job," said another official, adding: "People call and abuse incessantly. It will not matter to them that the entire city is facing a crisis and they want their problem addressed immediately."
A corridor away, in a similar room, a group of employees sit and stare into computers, monitoring tiny dots as they move across a map of Delhi. These are the people responsible for ensuring that tankers are running on time and reaching their designated points.
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
"We are monitoring 421 tankers trough GPS. However, there is a slight crisis right now because most tankers have been diverted and it is not possible to locate their exact drop off points. These are being fixed by engineers on the site itself," said a staff from the team.
Details like the number of each tanker, agency, amount of water it is carrying, when it reached the designated drop off point, etc are recorded meticulously. Panic calls from drivers are also attended to immediately.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Ask For Ideas
More Editorial From Delhi Jal Board
About Delhi Jal Board:
Delhi Jal Board (DJB) was constituted on 30 March 1998 to discharge the functions of water supply, sewerage and sewage disposal and drainage within the National Capital Territory of Delhi.
Published: Friday, February 26, 2016
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m...
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication ...
|Competence Call Center|
CCC is a BPO companies in the field of Customer Care in Europe and has been offering high quality international customer care solutions for 19 years. More than 5.500 service professionals at 18 locati...
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...