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News : Pensioners Lodged 5,000 Complaints Using Toll-free Call Centre

#contactcenterworld

New Delhi, India, June 4 2020 -- Over 5,000 complaints have been lodged by central government pensioners through an integrated grievances cell and call centre, an official statement issued said.

It said that soon after the formation of the new government, a series of welfare measures for pensioners were carried out such as opening of an ‘Integrated grievance cell & call centre’ with toll free number 1800-11-1960 to facilitate elderly pensioners in registering their grievances and provide information of pending grievances.

"The call centre has come as a huge relief to those elderly who live alone and are not digitally savvy. 5,000 grievances have been registered through this mode till May 31, 2020," said the e-booklet on achievements of the Department of Pension and Pensioners’ Welfare (DoPPW) in the past one year.

The e-booklet was launched by Jitendra Singh, the Minister of State for Personnel, Public Grievances & Pensions through video conferencing.

Singh, while addressing all the officers of the department, congratulated the team for carrying out a series of reforms. He said the reforms "not only highlighted the sensitivity of the Modi government but also the dedication of the team during the trying times of the pandemic".

He stated that the department went outside its call of duty to organise a webinar on COVID-19 by bringing in leading doctors to address the anxiety and fears of the pensioners.

Among a series of reforms in pension policy, the most notable was the amendment of Rule 54 of CCS Pension Rules, 1972 to provide enhanced family pension in the event of death of a government servant before completion of 7 years of service, the statement issued by the Personnel Ministry said.

Earlier, only those families were eligible for enhanced family pension (@50% of last pay drawn) wherein the deceased government servant had completed 7 years of service, it said.


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Another landmark order was extending the old pension scheme to those employees who joined on or after January 1, 2004 but whose result for recruitment had been declared before January 2004.

"This was a long standing demand of employees covered under the National Pension System (NPS) and was the cause of several court cases and anxiety among such employees," the statement said.

The other welfare activities carried out in the last one year include facilitating doorstep service for submission of life certificate with the help of pension disbursing banks.

Kshatrapati Shivaji, Secretary DoPPW, thanked the Union Minister for consistently guiding the department to make pension reforms which hugely affected the lives of the pensioners.

He stated that this is one of the few departments which even prior to the pandemic was 100% on e-office and therefore the transition to work from home at the height of the pandemic was easy to implement.

"All officials have been provided with a VPN which enables them to work from wherever they are and therefore the working of this department remained unaffected during the pandemic," Shivaji said.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.deccanherald.com


Today's Tip of the Day - Do You Divert Calls Between Offices?

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

Published: Monday, June 8, 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!

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.

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.

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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