Lucknow, India, July 14, 2020 -- Uttar Pradesh residents can thank one committed cop for keeping the state police’s 112 emergency helpline, which gets 75,000 calls a day, running through the Covid crisis. Ten members of the helpline’s technical team in Lucknow tested positive for the coronavirus June 20 and 22. The service had to be shut down when 11 more staffers were found infected at the Ghaziabad office on June 23.
It was a desperate situation. The pandemic had hit daily life hard and communication was essential for the police’s working. That’s when Brajesh Gupta database administrator of the UP 112 call centre who had himself tested positive on June 20, rose to the occasion. He worked round-the-clock from his hospital bed and restored the service within 48 hours.
With remote access to the server, Gupta worked through a laptop from the hospital where he had been admitted, ensuring that the steady stream of calls was routed to various centres efficiently, so that there were no clogged lines and call drops.
After the total shutdown of the helpline on June 23, limited operations resumed on June 25 with a skeletal staff, but calls were dropped as they landed up only on a few lines. UP 112 was helpless as its technical team was in hospital.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
Asim Arun, ADG of UP 112, had to call an emergency meeting of the staff and technical experts. "Only four controllers were present at the meeting as six out of 10 technical experts had tested positive. The controllers only manage the distribution of calls. The four officers present and working said they would not be able to tackle the situation while the calls made to UP 112 were dropping rapidly," said Arun.
When Gupta heard about the crisis, he volunteered to resolve it. "He remote-controlled the systems and gave directions while working on his laptop from the hospital room. He was available round-the-clock over the phone to ensure that the service operated properly," Arun said, adding that the helpline’s response gradually improved from June 25 to early morning on June 26, till they were able to take calls properly.
"Brajesh’s resolve and contribution are unparalleled. It’s far beyond the call of duty. I salute his motivation and positivity which all of us must imbibe from him," Arun told TOI.
Gupta shouldered the responsibility at a stressful time when his wife Sunita and two children, Ajitesh (5) and Amitesh (16), had also tested positive. The family was given a separate room in a Covid ward, before they were discharged after 17 days of hospitalisation.
"My husband is part of the emergency services. Very few get such an opportunity to serve the country," a beaming Sunita told TOI.
Posted by Veronica Silva Cusi, news correspondent
Published: Thursday, July 16, 2020
Combines knowledge management with call support as continue improvement.
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.
eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.
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.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
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.
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.
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.
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.