News : No More Waiting On Hold, RPF Expands its Helpline’s Reach
Nashik, India, Aug 17, 2016 -- The Railway Protection Force (RPF) has added nine more lines to its security helpline '182' to ensure congestion-free calling for its passengers needing help in times of emergency.
The RPF, Bhusawal division, has been receiving a total of six calls on the helpline daily. "However, there have been instances when the passengers in need of help had to be put on hold since all the lines were busy," CM Mishra, divisional security commissioner, told TOI.
Especially, during peak hours, there are more than 40 trains running in the division spanning from Ghoti (near Igatpuri station) till Badnera towards Nagpur (530km) and till Khandwa (430km) towards New Delhi. The calls from the passengers of these trains land in Bhusawal from where the officials take the necessary action," Mishra added.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
When the passengers are not able to call on the helpline, they tend to write about their problems on social networking sites, including Twitter. "The number of lines have been increased to make railway passengers feel safe while travelling in the train. We now have 10 numbers to ensure that no call for help is put on hold," he said.
The helpline '182' has received a huge response from railway passengers between January and July this year.
"We have been trying to provide assistance to every passengers calling up on the helpline. As soon as the office receives any call from the passenger, we confirm the PNR number of his/her ticket along with the train number and ensure that the help is available to the person concerned at the next halting station of the train," Mishra said.
Like in case of medical assistances, the Railways provide the same at the next railway station even when it is not even a dedicated stop for the particular train. "A passenger travelling from Igatpuri to Bhusawal (in the month of January) raised health alarm after crossing Odha station and help was provided at Manmad station though the train had no designated halt there," a senior officer said.
The Railways is also planning to introduce SMS service on its toll-free security number '182'. There had been instances when people were not able to call on the number due to the circumstances that they were caught in. Once launched, the SMS service will come handy in such situations.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Touch Tone IVR
More Editorial From Railway Protection Force
About Railway Protection Force:
The Railway Protection Force (RPF) is a security force of India entrusted with protecting railway passengers, passenger area and railway property of the Indian Railways The Force is commonly referred as RPF. The Force is under the authority of Ministry of Railways (India). The strength of RPF is about 65,000. RPF is headed by Director General who is usually an Indian Police Service officer.
Published: Monday, August 22, 2016
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...
For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s...