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News : Karnataka: Six of 10 Calls Made to 108 Helpline are Bogus

#contactcenterworld, @108ambulance

Bengaluru, India, Feb, 2020 -- Almost six out of ten calls made to the emergency ambulance toll-free helpline number (108) have nothing to do with medical exigencies. The helpline classifies them as "ineffective calls".

The Arogya Kavacha-GVK EMRI helpline, put in place to assist healthcare emergencies across the state, receives close to 13,000 calls every day, of which nearly 10,000 are ineffective ones, including those that are categorised as nuisance, obscene and prank calls.

This has prompted the call centre staff to create a list of numbers from which nonemergency calls come and block them for a day. "The data we have show genuine calls aren’t more than 2,500-3,000 per day. We are burdened with ineffective calls as we can’t ignore any call that’s made to the helpline," said Hanumanth RG, in-charge state head, Arogya Kavacha-GVK EMRI helpline.

Most harassed are women staffers, who end up answering male callers seeking sexual gratification and those using obscene language. "While we struggle to make sure an ambulance reaches the doorstep of a person facing an emergency, there are callers who dial in to make sexual overtures. There have been instances when our women staffers have broken down in office, unable to bear the callers," a woman at the call centre said.

As a policy, staffers aren’t supposed to disconnect any call, not even the abusive and obscene ones. "We try to tell the caller that it’s an emergency helpline and they must know how to keep things professional. When there is no response, the call is transferred to the ‘Interactive Voice Recording’ system," said Mamatha B, team leader at the call centre of GVI-EMRI.

The IVR message says: "It’s an emergency helpline number. If you misuse the facility, legal action will be initiated." After ten such calls from one number, the call centre blocks it for 24 hours. "We do not block the number for more than a day, because there could be health emergencies for that person too. We only wish people behaved responsibly," said Naushad Ali Khan, helpline manager. The number of obscene calls increases during evening and night hours. Though more male staffers are assigned for night shifts, 65% of the overall staff strength is women.

Four years ago, the call centre even escalated some of these cases to police. However, nothing much has changed on ground. For the last one year, the call centre has hired a retired police personnel, who makes note of such calls. "The team gives me a list of five to ten such callers every day. I ring them up and counsel them or warn them. I also send these numbers to the police control room and ask them to check the geographical location of the callers. Once we get to know where they are from, I call the jurisdictional police station and ask them to take up a case against the caller," said H Lakshman, the retired cop, who handels such matters.

"During holidays, ineffective calls see a spike. Children keep calling us and they are usually silent callers," said Nischita Acharya, a staffer.

#contactcenterworld, @108ambulance

Posted by Veronica Silva Cusi, news correspondent
Source: https://timesofindia.indiatimes.com


About 108 Ambulance Services:
Company Logo108 is a free telephone number for emergency services in India, currently operational in 17 States ( Telangana, Andhra Pradesh, Assam, Chattisgarh, Goa, Gujarat, Himachal Pradesh, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Meghalaya, Odisha, Rajasthan, Tamil Nadu, Uttarakhand and Uttar Pradesh) and two Union Territories (Dadra & Nagar Haveli and Daman & Diu.) The 108 Emergency Response Service is a free emergency service providing integrated medical, police and fire emergency services. The service is a public-private partnership between state governments and private EMS providers. 108 was introduced by Y. S. Rajasekhara Reddy chief minister of Andhra Pradesh, Telangana for the first time in India. 108 is also functional in Punjab Odisha, Maharashtra, Bihar Kerala. Till November 2014 this service handled 5.4 lakh emergency cases in India.
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Today's Tip of the Day - Find The Right Solution

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Published: Monday, February 17, 2020

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
PH: 18003904866

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

8.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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