#contactcenterworld

Mumbai, India, Nov, 2018 -- The Government Railway Police's (GRP) statewide toll-free helpline is the only helpline in the country which traces the location of policemen on the ground using a tracking software. The helpline also facilitates one-to-one communication between the on-duty policemen and passengers in distress, who complain on the helpline.

According to a news report in the Times of India, 67 per cent of calls received on the helpline number is about lost baggage. Meanwhile, 20,600 calls received by GRP were between October 2017 and October 2018. Reportedly, Number of injured passenger complaints were 416, number of illegal travel in disabled coach were 363. Followed by unknown items complaints that were 251 and theft complaints were 174.

Employee Engagement Awards NOW OPEN!

Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!

FIND OUT MORE HERE

Content continues ….

The helpline was launched in October 2017. Assistant inspector Deepak Wakchaure told the national daily, that the number of calls peak during morning and evening rush hours. These complaints vary from reports about drunk men entering ladies compartment to stone-pelting cases. The helpline has also received a complaint about a human trafficking case.

Reportedly, 12 bilingual operators work in two shifts of each at the helpline's control room in Wadi Bunder. As the operator receives a call, an entry is generated in the computer. Meanwhile, if any entry that is pending for an hour turns red attracting the attention of the superior handling the shift. The shift head is also responsible to take feedback from the complainant if they had received the required help.

#contactcenterworld

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