Guwahati, India, Sept 2018 -- About 3,000 employees of GVK-EMRI (Assam) which caters to the 108 and 102 ambulance services across the state have gone on an indefinite strike from Tuesday midnight, prompting the management to push for reinforcements to keep the essential service ticking.
The striking employees are demanding salary increment, privilege leave encashment and reduction of duty hours from 12 to eight hours.
"We are in touch with the state health department which has given us the go-ahead for replacements, including appointment of emergency response officers, if the employees do not turn up for work by today. As it is, we have already deployed our support staff to handle the call centre services from this morning," an official of GVK-EMRI told The Shillong Times here on Wednesday.
"A section of the employees has coerced the majority of the staff to join the cease work without agreeing to our proposal of three months’ arrear payments against increment taking July 2018 as the base month. The privilege leave was paid with last month’s salary," he said
The 108 (Mrityunjoy) ambulances cater to transportation of patients from home to hospital while the 102 ambulances transport patients from a lower hospital to a higher healthcare centre on referral.
Currently, there are 380 Mrityunjoy and 316 ambulances under 102 services.
"We have 235 Adorani ambulances which will be used at present. Besides, we have shortlisted a bench of 60 staff who might be recruited in a day or two," he said.
The Hyderabad-headquartered GVK-EMRI started the 108 ambulance service in Assam in 2008 and the 102 ambulance service in 2013. GVK-EMRI also operates, albeit on a smaller scale, in two other Northeastern states – Meghalaya and Arunachal Pradesh.
The All Assam 108 Mrityunjoy Employees Association, affiliated to All India Trade Union Congress (AITUC), is spearheading the ceasework. The employees had alleged that they have not been paid any salary increment since 2015.
They are also demanding regularisation of services, which according to the GVK-EMRI management is under the ambit of the Labour Commission and that the process was taking its due course as per law.
Posted by Veronica Silva Cusi, news correspondent
About GVK-EMRI Emergency Response Center:
PROVIDE HEALTHCARE FACILITIES TO THE ENTIRE STATE OF UTTARAKHAND IN INDIA. WE WORK ON THE SAME PRINCIPLE AS 911
Published: Friday, September 7, 2018
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.
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.
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.
PH: +441279 5555 80