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Saturday, February 23, 2013

Call Centres for Mobile and Landline Telephones

Call centers are being setup by the Telecom Service Providers across the licensing service area for catering to the queries/complaints of their mobile and landline customers. The Telecom Service Providers have informed that their call Centre capacity is adequate for the current call volumes. The deployed call Centre agents are proficient in vernacular languages so that they can understand and resolve subscriber’s complaint(s) in their own language.
Further, for Redressal of complaints of telecom subscribers, Telecom Regulatory Authority of India (TRAI) has prescribed the framework through the Telecom Consumers Complaint Redressal Regulations, 2012. This regulation provides for the following:
(i)           Every Service provider has to establish a complaint Centre for Redressal of complaints and for addressing service requests of its consumers.  The service provider is also free to set up one or more complaint centers, which may be common or separate for the various services provided by it. 
(ii)         The complaint center shall deploy sufficient number of employees at its complaint centers to meet the quality of service parameters specified by the TRAI from time to time.
(iii)       The Complaint Centre shall be accessible to its consumers through a “Consumer Care Number” having sufficient lines or connections.
(iv)       The complaint centre shall also be accessible through the network of other service providers by earmarking a specific number.
(v)         The first level in the Interactive Voice Response System (IVRS) shall provide for language selection.
(vi)       Every service provider shall also establish General Information Number for providing information to customers.  In case general information is provided on toll free basis, the same can also be provided on the consumer care number.

            Further, TRAI’s Standards of Quality of Service for Basic Telephone Service (Wireline) and Cellular Mobile Telephone Services Regulations, 2009 provide for the following quality of service parameters for assessing the performance of service providers relating to response time the customer for assistance:
(i)     Accessibility of Call Centre [Benchmark 95%] and
(ii)   Percentage of calls answered by the operators (voice to voice) within 60 seconds [Benchmark 90%].
 As per the Performance Monitoring Report for Basic Service (Wireline) for the quarter ending 30th September 2012 and for Cellular Mobile Telephone Services for the quarter ending 31st December 2012, the service providers are generally meeting the benchmark for the parameter accessibility of call Centre.  However, some of the service providers are not meeting the benchmark for the parameter Percentage of calls answered by the operators (voice to voice) within 60 seconds.
This information was given by Shri Milind Deora, Minister of State for C&IT a written reply to a question in  Rajya   Sabha today.
Source : PIB Release, 22 Feb, 2013

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