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News : Maharashtra Govt Sees Red, Centre’s 112 Helpline Likely to be Downsized

#contactcenterworld

Mumbai, Maharashtra, India, Feb, 2020 -- An official in the Home department said, "In a meeting on January 23, when Ajit Pawar reviewed the scheme, he seemed unhappy with the amount that was needed to implement it and wondered if it was required considering the poor fiscal condition of the state exchequer."

In another instance where the Maha Vikas Aghadi government and the BJP-led central government are at odds, the ‘112 helpline’ scheme of the Centre may be in for rough weather in Maharashtra after Deputy Chief Minister Ajit Pawar last week in a meeting expressed displeasure with the amount needed to implement the scheme.

The 112 helpline number is based on the 911 number in the US where a single number can be used in any emergency, from a law and order problem to a medical emergency. It was mainly considered to be helpful in countering crimes against women. Sources said while the scheme may not be scrapped, there is a high probability that it will be scaled down to a considerable extent.


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An official in the Home department said, "In a meeting on January 23, when Ajit Pawar reviewed the scheme, he seemed unhappy with the amount that was needed to implement it and wondered if it was required considering the poor fiscal condition of the state exchequer." Sources said the tendering for setting up the call centre was done last year and two locations — in Navi Mumbai and Nagpur respectively — were finalised and are in the process of being developed into state of the art centres.

"While developing the call centre is a part of the expense, the major expense will come in the form of vehicles and manpower that will be required for the helpline to function. There would be a need for nearly 8,000-10,000 vehicles and over 15,000 men to man these vehicles across the state which would escalate the cost to anywhere between Rs 500-800 crore in the very least. This is in addition to the expenses that have already been incurred for setting up the call centre. Given the fact that the Maharashtra government’s finances are in the red especially with the number of farm loan waivers that have been granted in the past few months, this expense appears to be a luxury that the state government may not be keen on spending," a senior official said.

A senior officer from Maharashtra Police said that several smaller states like Uttarakhand have already switched to the 112 helpline number. "However what some of these states have done is that instead of installing the entire infrastructure comprising of the call centres, vehicles and manpower, they have just modernised the infrastructure of the call centres. They have not purchased vehicles and manpower which is the most expensive part of the entire scheme. Maharashtra may just follow that model," the officer said. Some police units in Maharashtra like Mumbai police already has a state of the art control room and would not even require that overhaul. "Some districts may be able to benefit from upgradation in their control room mechanism," the officer added.

The then Home Minister Rajnath Singh launched the pan-India 112 Emergency Response Support System (ERSS) helpline number. The number was expected to include police (100), fire (101), health (108) and women (1090) helplines. A total of 16 states including AP, Uttarakhand, Punjab, Kerala, MP, Rajasthan and Union territories were expected to have the number.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://in.news.yahoo.com


Today's Tip of the Day - Brand & Service

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

Published: Wednesday, February 5, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

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!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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