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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
Source: https://timesofindia.indiatimes.com


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 - Motivation & Charity Work

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

Published: Wednesday, June 16, 2021

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2021 Buyers Guide Customer Relationship Management

 
1.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

2.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

3.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

4.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

5.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

6.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

7.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

8.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

9.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

10.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

11.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

12.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 

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