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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