Pune, India, Sept, 2018 -- Citizens attempting to avail of the Pimpri-Chinchwad Municipal Corporation (PCMC) helpline Sarathi are facing huge problems as their complaints are found to be closed without being addressed. PCMC doesn’t have a cross-verification mechanism for complaints closed on the helpline, but elected members and the mayor conducted an investigation and found negligence on part of the helpline staff. They have now demanded a routine audit of the complaints raised by citizens.
The helpline was started on August 15, 2013 by former PCMC chief, Shrikar Pardeshi to provide information about various services provided by the civic department. Later, it was decided that citizens could also raise complaints pertaining to electricity, water, roads, etc. In January 2016, the helpline was made into a 24-hour service. But, over the last couple of months, citizens started facing problems where complaints raised by them were not taken seriously by the helpline staff.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
"Cases were closed without the problem being resolved. Irked with this, citizens started coming to us with their complaints," said Rahul Jadhav, the PCMC Mayor.
"When there was a rise in the number of citizens coming to the elected members with complaints, we realised that the helpline wasn’t functioning properly. We then went to the Sarathi office and conducted a probe that revealed serious negligence on the part of the staff. We want Sarathi to be accountable and will do a routine audit of the complaints," added Jadhav.
Eknath Pawar, leader of the House, PCMC, said, "There were constant complaints that the problems raised by citizens were closed without being resolved. We are going to conduct an audit of every individual complaint by citizens. This will also increase the quality of the helpline and there will be a mechanism in place to check the quality of work."
Pawar added, "We have asked officials to submit weekly audit reports of the complaints taken and closed through the helpline. This report will be cross-verified by us. If we find that any of the complaints were closed without being solved, action will be taken against the official. This will give more authentication and citizens will not be harassed by fake closure of complaints."
Posted by Veronica Silva Cusi, news correspondent
About Pimpri-Chinchwad Municipal Corporation:
Pimpri-Chinchwad Municipal Corporation or PCMC is a Municipal Corporation in the city of Pimpri-Chinchwad which is an Urban Agglomeration (UA) of Pune. Pimpri Chinchwad Municipal Corporation is situated on the old Mumbai–Pune Highway in the heart of Pimpri-Chinchwad which is one and a half hours from Navi Mumbai.
Published: Monday, October 1, 2018
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
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. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.
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...
|5.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|6.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|7.)||Marketing Tactics Pty Ltd|
7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
Agents have the immediate positive feedback that reinforces good behaviors for self training.
|9.)||OMNI HR Consulting (Pty) Ltd|
Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.
We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.
Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.
Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
|10.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
|12.)||Service Quality Institute|
Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.
Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.