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News : How Helpline for Reporting Power Disruptions Turned the Covid Tide in Bengaluru

#contactcenterworld, @nammabescom

Bengaluru, India, June 14, 2021 -- The Bescom helpline, 1912, to report power cuts turned out to be a game-changer when Bengaluru was reeling under a deluge of Covid-19 infections during the second wave.

Cases began rising in the city in March when BBMP zonal helplines, 108 and 104, were flooded with thousands of calls a day. Unable to handle the huge number of calls, the Palike had no choice but to build a network on a war-footing to reach out to people in distress. That is when 1912 came to the rescue.

The heartening success of helpline 1912 during the pandemic shows how a public service can be used to advantage during crises. Given the considerable lessons from the call centre sector, it’s good that the helpline was leveraged to first take note of people’s problems and then pass them on to agencies which could then address them. While well-oiled helplines are welcome, it’s speedy resolution of the issues that’s needed and will make the process truly worth the effort.

Dr Maheshwari M of BBMP, who heads the 1912 medical team, shared the challenges they faced and how they overcame them. "When there was a spike, we thought the city would report about 6,000 Covid-19 cases a day and the number may reach a maximum of 10,000. During the first wave, the maximum number was about 5,000 in a day. We thought about 10% of the affected would require the helpline's assistance and we started with 60 lines initially," she said.

The basic idea was to receive the call and route it to other lines depending on the issues being raised, including bed blocking, ambulance services and queries from people in home isolation.

"Calls from people in home isolation were diverted to zonal level war rooms, which in turn would alert the nearest Primary Health Centre and other workers to address the issue. For better co-ordination, doctors from BBMP, 108 and Suvarna Arogya Suraksha Trust (SAST) were posted at 1912 so that in case a patient had any problem during admission in hospital, they could do tele-triaging," Dr Maheshwari explained.

"Every day we were attending 22,000-23,000 calls and the call waiting time was increasing drastically. While it started with 60 lines, the number was increased to 120 and then 200 before it went up to 400 during the peak. In one shift, about 200 persons were on the job to address callers," she said.

A team from e-governance stepped in. As zonal war rooms were already in the public domain, it was decided to create exclusive helplines at zonal level to take calls from 1912. "If a person called 1912, details like the BU number were collected and shared with the team at BBMP zonal level, which exclusively received 1912 calls. When zonal war rooms didn't respond, doctors sitting in 1912 helpline control room were provided access to block beds for patients in need," Dr Maheshwari said. According to her, they were able to not only reduce the waiting time but also ensure swift actionable responses at many levels.

Employees working at the Bescom helpline said nobody predicted they would be receiving hundreds of calls every day. "During the peak, one representative in a six-hour shift would attend 120-150 calls," they said.

#contactcenterworld, @nammabescom

Posted by Veronica Silva Cusi, news correspondent

About Bangalore Electricity Supply Company:
Company LogoBESCOM - Bangalore Electricity Supply Company Limited is responsible for power distribution in the Eight districts of Karnataka.
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Today's Tip of the Day - What Does Your Business Need?

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

Published: Wednesday, June 16, 2021

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2022 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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