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News : Prank Calls a Challenge for Kerala's Ambulance Service

#contactcenterworld

Thiruvananthapuram, India, Oct 3, 2021 -- While dealing with demands for mobile recharges to gas booking, the team operating the 108 ambulance service in Kerala is trying to tackle a big problem of how to keep the emergency line free from pranksters.

According to the data available with the firm operating 108 ambulance service in Kerala, in a year, out of 9.19 lakh calls received on the emergency line, as many as 5.40 lakh were prank calls.

Speaking to ANI, Saravanan Arunachalam, Kerala head of operations at the GVK Emergency Management and Research Institute, which operates the KANIV-108 ambulance service said that on a daily basis, around 3,500 calls are received in the emergency number, out of which only about 800 callers ask for an ambulance.

"There are similar problems in other states too but in Kerala the number of prank calls is higher. Out of a total of 9,19,424 that came to 108 in one year 5,40,571 were unwanted calls, including wrong number, miss call and prank calls," said the state head of 108 Ambulance services which operates in 18 states in India.

He said though there is a provision to block such numbers, the step was not taken because 108 being an emergency service.


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"People who are calling for fun now may be in need of emergency service, but they might need an ambulance later. Every life is important and many times it's just a matter of minutes that life can be saved by admitting the patient on time. So considering it, we are not blocking calls. Awareness is required so that such unwanted calls are not made to an emergency medical service call centre like for an ambulance," he said.

Further detailing on the nature of the prank calls received on a daily basis, Arunachalam, said that of late after education had shifted to online mode, there is a rise of hoax calls from children.
"When we took the data, as many as 28,622 children called from their parent's mobile numbers. In such cases, these numbers are called back and the parents are informed of the seriousness of the incident," he said.

Out of the total wrong numbers, 93,858, were for booking gas and recharging mobile and dish TV, while 431 calls belonged to those who mistreated control room staff over the phone, mainly female employees during nighttime.

"The number of missed calls to 108 was 1,69,792. Many just keep quiet after calling. The 108 is a service used for emergency medical care, so when such calls come in, we call back and ask if ambulance service is needed. More often they dont need any medical care at all," said Arunachalam.

The KANIV-108 ambulance service is a free ambulance service is run by the state government. Anyone in need of emergency medic service can call the toll free number 108 from anywhere in the state to avail the service.

#contactcenterworld

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


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Today's Tip of the Day - Every Contact Counts

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

Published: Tuesday, October 5, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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