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News : Delhi Metro Launches IVRS Helpline
New Delhi, India, March 31, 2015 -- Delhi Metro launched a 24x7 IVRS-based bilingual information helpline aimed especially at commuters who are not conversant with signages at station premises.
The customised Interactive Voice Response System (IVRS) will answer queries of the commuters on the helpline number. There will be an option to hear responses in both English and Hindi. The service has been specifically designed to provide all essential information to the public concerning their complaints, suggestions as well as grievances in a more effective manner, a DMRC official said.
Inaugurating the helpline service, Managing Director of DMRC Mangu Singh, said "(it's) hassle-free...felt there was something lacking for passengers who are not conversant with the existing signages...may have initial hiccups...will review its functioning in a month or so."
Besides, details of the corridors, timings, fare, the Metro Museum, will also be available at the push of a button. A provision of 'emergency bulletin' has also been kept so that the commuters can be informed about any service disruption or technical problem on the system immediately, they said.
Delhi Metro had started its 24X7 helpline service in October, 2008 to respond to queries of commuters, with just three telephone lines. But with expansion of the network and also arrival of an average 800-1000 calls each day, up-gradating to an IVRS-based system was considered necessary, officials said. "The system will have more involvement of commuters. There was a scope of improvement. We get 20,000 suggestions daily mostly on increasing the number of trains and coaches," Director (Operations) Sharat Sharma said.
The IVRS helpline will be maintained by an agency specialised in operating such services. A call centre with specially trained staff will work round-the-clock to respond to the calls made by the commuters.
Posted by Veronica Silva Cusi, news correspondent
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About Delhi Metro Rail Corporation:
Delhi Metro is a metro system serving Delhi, Gurgaon, Faridabad, Noida, and Ghaziabad in the National Capital Region of India. Delhi Metro is the world's thirteenth largest metro system in terms of length.
Published: Wednesday, April 1, 2015