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News : Consumer Helpline Gains Popularity among Residents, Receives 46,591 Calls in 8 Months

#contactcenterworld

Chandigarh, India, Feb 18, 2020 - The consumer helpline has gained popularity in 2019. The number of calls received till December 31, 2019, are 46,591 which is more than double the number of calls received in the previous year in the same period.

As per figures between April and December in 2018, a total of 21, 065 calls were received. In 2017, from April 1, 2017, till March 31, 2018, total 5, 226 calls were received. The helpline was started in November 2016.

Going by the data received from the officials of the department of food and supplies and consumer affairs, the consumer helpline of the UT Chandigarh received maximum calls related to services in registering and licensing authority (RLA).

Out of the total 46,591 calls received between April and December, 40,332 calls were regarding the RLA department, the authorities shared.

In 2018, 20, 284 calls out of 21,065 were regarding the RLA and in 2017, 3,133 queries out of the total 5,226 received on the helpline were regarding the RLA.

An official from the helpline shared, "More than 80% calls received regarding the RLA are for query on online appointment for driving licence and RC registration."

Calls have also been received for the election department with queries regarding election matters. Till last year, the number of calls were in hundreds, this year, 5,824 calls were received.

In 2018, 383 calls were received regarding election department between April and December, while in 2017, 657 calls were received from April 2017 till March 2018.

Calls regarding the excise and taxation department, society for prevention of cruelty towards animals (SPCA), red cross, food and supplies, disaster management and estate office are also received.

The helpline was introduced in November 2016 under the national consumer helpline (NCH) to provide telephonic advice, information and guidance to empower consumers and persuade businesses to reorient their policy and management system to address consumer concerns and grievances adopting world class standards. However, it gained popularity in the last two years.

The national consumer helpline (NCH) is a project of the Union ministry of consumer affairs which operates under the centre for consumer studies at the Indian Institute of Public Administration.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com


Today's Tip of the Day - SWAT Team

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

Published: Thursday, February 20, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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