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News : Tamil Nadu Brings More Hands for Covid Helpline as Cases Surge

#contactcenterworld

Chennai, India, April 19, 2021 -- The number of calls received at Tamil Nadu’s Covid-19 helpline-- 044-29510500, has peaked with the alarming rise in the number of infections in the state during the second wave of the viral disease. The authorities have hired additional eight hands to man the center housed at the directorate of public health (DPH) in Chennai.

A helpline staff said it takes six people in each of the three shifts to respond to about 1,800 to 2,000 calls received daily these days. Dr Praveen Sunder, a new recruit, was asked to leave his field duty to man the helpline’s need for manpower.

"Because of the surge in cases we are getting more calls, so I was brought in from April 1," says Sunder. As a doctor employed with the directorate, Sunder was involved in distribution of medicines for Covid treatment and spreading awareness last year. Now, on the helpline duty, he claims he answers 100-150 calls during his eight hour shift. On an average, the Center has received more than a 1,000 calls every day since mid-March, said another helpline staff.

The calls to the helpline are handled by doctors, health inspectors and other staff of the public health directorate, who share relevant information with the callers following the Covid-19 guidelines released periodically by the state government. A television plays out news 24 hours at the center, allowing the shift in-charge to update staff on the latest Covid-related regulations and other developments.

Most calls that Sunder and his colleagues receive these days are queries on vaccines and e-pass rules. "They call to find out about any precautionary measures to take before getting vaccinated, what kind of side-effects they can expect and many people are also confused over the interval between the two doses," said Sunder. "Some of them also call if they have a headache or any sort of pain after getting vaccinated. If they test positive, they ask if they can remain in home quarantine and when they should take a CT (Computed Tomography)".

However, when people in medical emergency situations tend to call Tamil Nadu’s 108 ambulance service, he said.

The helpline also receives calls from other states and even countries to know if there will be a lockdown in Tamil Nadu and if they require an e-pass to enter. "People call us from other countries like the UK and Canada before they plan their travel," says Sunder.

His colleague who did not wish to be named has been working in the control room since last March when Tamil Nadu reported its first infection. She said the number of calls had increased to the levels seen between March and July last year, adding that in February she used to answer less than 35 calls, which has more than doubled to around 100 now.

Tamil Nadu reported 6,993 daily cases on July 27 at the peak of the infections last year, which has been surpassed this year during the second wave with record 7,819 cases registered on April 14.

"We are like a hub," she says. "When we get specific queries on testing centres or bed availability, we connect the callers to our district centres."

However, there are a few complaints with the helplines at the district centres. For instance, a resident of Chengalpattu district, who didn’t wish to be named, said he called the local helpline-- 044-27427412 twice to complain against an infected person, who was roaming freely within their apartment complex. "We have elders and kids who live here and I’m worried," he said. "They just forwarded my complaint to the local municipality to fumigate the place and put a notice in that person’s house, but till now, no one has turned up to take action."

Apart from the general helpline, the Greater Chennai Corporation has reopened a tele-counselling helpline for those in home isolation. It has a hundred parallel lines to ensure the helpline isn’t engaged.

#contactcenterworld

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


Today's Tip of the Day - Can You measure It?!

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

Published: Wednesday, April 21, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

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Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

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PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
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- Automate workflows and call logging
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- Dial from local Caller IDs
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Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

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PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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