Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Chai Domingo
Director, Contact Center
Eric Sherman
VP Business Development
Wayne Henry
Head Continuous Improvement
Dave D'Arcy
Senior Director International Care and Tech Support
Sheela Tanggaraju
Assistant General Manager

News : Railways Received Over 40 Lakh Calls on its Helpline Numbers in 5 Years

#contactcenterworld, @railminindia

New Delhi, India, March 19, 2021 -- The Indian Railways received more than 40 lakh complaints and requests for help on its helpline numbers in the last five years, the government informed Parliament on Friday.

In a written reply to a question in the Rajya Sabha, Railway Minister Piyush Goyal said over the last five years, from 2016 to February 28, 2021, 40,90,589 such calls were received.

According to the data provided by the minister, the most number (over 10 lakh) of calls were received in 2019, while the least number of calls (6.85 lakh) were received in 2017. In 2021, till February, 90,003 such calls have been received.

While Goyal did not provide the details of the nature of such calls, passengers call the helpline numbers for a variety of reasons -- to know the status of trains, to register complaints over food, lost baggage and even medicines and other essentials.

"Prior to 01.01.2020, no data was being maintained for average response time for emergency requests from moving trains. However, under the Digital India initiative and for the ease of living of customers, Railways merged all its helplines into RailMadad Helpline 139 with effect from January 2020. The 139 facility is available in 12 languages round the clock and can be accessed even by basic phone users," the minister said.

He said the average response time for emergency assistance for medical and all security-related requests from moving trains has improved from 3:29 hours to 1:42 hours since January 2020 to February 2021.

#contactcenterworld, @railminindia

Posted by Veronica Silva Cusi, news correspondent

About Indian Railways:
Company LogoIndian Railways is an Indian state-owned enterprise, owned and operated by the Government of India through the Ministry of Railways.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company Profile Page

Today's Tip of the Day - What Are The Business Benefits?

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

Published: Monday, March 22, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Surveys

Nuxiba Technologies

Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.

Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:

- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios

Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =