News : Public Service Commission Call Centre Always Busy
Trivandrum, Feb 20, 2014 -- The Public Service Commission (PSC) ignores most of us when it comes to answering phone calls. Ironically, the reason given by the recruitment agency is that there is an acute shortage of staff.
Sadly, the officials from the institution indicate that the PSC is not very keen to mend the situation. In the presence of other modes of enquiry like, browsing through the PSC website, facility to provide direct enquiry at its Pattom head office or contacting the Public Relations Officer (PRO), PSC is giving lesser importance to its call centre. But the fact that this inefficient call centre alone answers around 400 calls on a daily basis and the commission receives many complaints regarding the incompetent performance of the call centre, is ample proof that this outdated mode of communication is still popular among the masses.
Research and Analysis Wing, a branch of PSC, is responsible for the working of the call centre. The PRO explains, "There are three shifts involved in the working of the call centre. Though earlier there were eight employees, at present there are only five. There are around eight or nine lines. PSC had demanded a staff of 12 for the same but the request was not granted. The present employees come from other offices." Of these five employees, many are absent because they may have to attend some other official duty like exam duty or go to training programmes or may simply take a casual leave. In effect, only one staff mans the entire call centre.
Further, the call centre charges you even if you are waiting for your call to be answered.
Besides the call centre, the enquiry section at the PSC office also answers the queries through phone as much as possible, though they are not accountable. They claim that they answer around 800 calls. Besides, the PRO too lends a helping hand.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - All Customer Touchpoints Need To Provide Service
More Editorial From Public Service Commission
Published: Tuesday, February 25, 2014