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News : Ziqitza Healthcare's Helpline Handled over 16.30 lac Calls Since March 2020

#contactcenterworld

Bhubaneswar, India, Sept, 2020 -- 104 Helpline operated by Ziqitza Healthcare Ltd in MP and Odisha was primarily intended to provide medical assistance for several minor physiological illnesses, ailments, and mental distresses, along with directory information, details on health schemes, a grievance redressal mechanism, and more.

But since March 2020 In line with the pandemic and the critical medical situation that has risen, 104 Helpline has been successfully handling and attending to the COVID 19 queries for the public in Madhya Pradesh and Odisha.

To manage the overnight 10x increase in the calls, the capacity in the call centre was increased by Ziqitza Healthcare Ltd in both the states.

Also, to ensure service continuity the team size was increased and training was provided to address queries on COVID-19.

Ziqitza Healthcare Ltd under the guidance and support of the Government and Ministry of Health has been diligently monitoring the queries received under helpline number 104. Further to ensure timely assistance and redressal of the queries there is an increase in the capacity of services in certain locations such as Madhya Pradesh, Punjab, and Odisha etc. As per following:

- Increasing seats in the Call centre within 24 hours

- Special training imparted to the crew and call center staff on how to attend a COVID 19 case
Dedicated ambulance with necessary essentials for the transfer of the suspects / confirmed cases

- Call centre to work 24x7 with staff on rotational basis

- Excellent support from CMSO in terms of proving required safety gears and sanitizers etc. for the crew handling patients directly

- Advised ground staff to wear safety gears for every suspected case and maintain the distance of minimum 3ft between patient and staff.

- Provided sanitizers to office staff and CDC staff and to compulsory wear mask while using operating systems at the call centre

- Regular medical and health check-ups conducted of the crew and staff coming in contact with the patients

Keeping in mind the safety of our employees, Ziqitza ltd. have created Pocket Call Centre and have made Stay Arrangements for our employees. Especially for the once who stay far and want to keep their families safe. The calls that are addressed falls in category of seeking information, medical advice, counselling or complaints.

Ziqitza Call Center Executives are trained to handle these queries and there is a Doctor too present at the call center to support in case of any specific queries.

Ziqitza Healthcare ltd is diligently looking into every call and transfer, related to COVID 19 with utmost care as per the protocols received by the Government.

Our team comprising of Paramedic and the Driver follow all caution to ensure the well-being of our staff to avoid any cross infection to the patient or their family.

Ziqitza Healthcare Ltd, the organization that is behind managing 104 Helplines ensured the staff safety at workplace ensured sitting arrangements were done with social distancing norms, fumigation of office at frequent intervals or providing buses for their transfers or making food and stay arrangements.

All This was done along with efficient management of shift timings are managed from 12hrs to 24hrs to cater to heavy call inflows.

104 Helpline was also instrumental in directing the calls for transfers of COVID-19 suspected/confirmed patients to 108 Helpline.

The ambulances in each district was deputed to transfer COVID suspected /confirmed cases. In ensuring smooth operation of highly sensitive cases, the 108-teamreceived relentless support and encouragement from the members of CMSO across the states.

CMSO team ensured complete safety of the crew by providing with required safety gears. The ambulances are fumigated and sanitised every time a COVID-19 conformed patient is transferred.

The safety protocols are strictly followed by the Ambulance Staff to avoid any transfer of infections.

The work done by Ziqitza Healthcare Ltd (ZHL) resulted in a prestigious award win- 4th CSR Health Impact Awards 2020 under the Social Impact Category for the contribution during COVID.

Commenting on the measures taken for COVID-19, Mr. Naresh Jain , CEO, Ziqitza Healthcare Ltd said, "Ziqitza Management is taking utmost care of 108 Ambulance Staff and 104 Helpline Staff safety is not compromised by taking all precaution at every stage in office premise , call centre and ambulance.

Most importantly regular medical check-ups are conducted for the staff to negate any infection possibilities. We are committed to ensuring emergency service is fully operational across the round the clock.

104 Helpline has been in forefront addressing the people queries or anxieties related to the COVID-19 in India. Ziqitza operated 104 Helplines managed to receive over 16 lac Calls and answered over 6 lacs calls.

Our efforts have been to implement all safety norms both at call centre or ambulance is being followed as staff safety is our key priority while dealing with pandemic."

#contactcenterworld

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


About Ziqitza Healthcare Limited:
Company LogoZiqitza Health Care Limited provides emergency medical services for all in India.
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Today's Tip of the Day - Answering Customers’ Questions

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

Published: Tuesday, September 22, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Computer Telephony Integration

 
1.) 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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