![]() ![]() Within hours of Modi's lockdown announcement, Mukesh Aghi, head of the U.S.-India Strategic Partnership Forum, which represents U.S. ![]() Similar disruptions have been reported in the Philippines, another global hub for IT services. telecom company, told NPR it gave up on trying to staff its call centers in the Indian cities of Pune and Bengaluru and decided to urgently hire staff in the U.K. In the last week of March, India's unemployment rate nearly tripled as workers in a variety of industries lost their jobs.Ĭallers to customer service numbers for airlines, banks and retailers worldwide were left on hold for hours or heard recordings saying help was currently unavailable.Ī spokesman for Virgin Media, the U.K. India has more than 4 million IT workers, including call center employees like Sankrit, and the vast majority couldn't get to work. That lockdown, which includes exemptions for food shopping and medical visits, has since been extended through May 3. So on March 24, when Prime Minister Narendra Modi announced that the world's biggest coronavirus lockdown would take effect at midnight that night, requiring 1.3 billion people to shelter indoors, there was alarm - and economic fallout - around the world. "Our hospitals are very much linked to services in India." "X-rays, radiology and diagnostic information is often analyzed in India," Biswal tells NPR. everything from credit card companies and airlines to essential emergency services such as hospitals, police and fire departments. That has earned it the nickname "the world's back office." More than 60% of those operations support clients in the U.S. ![]() India handles more than half of the world's IT outsourcing. "When India announced its lockdown, my immediate thought was, 'What will be the impact on the service economy in the United States and around the world?'" Biswal says. With the help of these call centers the distribution utilities have been able to conform to the stringent service levels defined by their respective state Electricity Regulatory Commissions.The same day, Nisha Biswal, president of the U.S.-India Business Council, was in her office in Washington, D.C. In the states such as Rajasthan, Delhi, Madhya Pradesh, etc the call centers are at the various stages of implementation. These call centers are either managed by the utility’s personnel or outsourced to third parties.Įlectricity Call Centers have been implemented in the states of Tamil Nadu, Andhra Pradesh and Karnataka. The software generally comprise of Contact Management Solution and/or Process Monitoring Solution. The software deployed may vary from technically advanced to simple solutions. The Electricity Call Centers are managed through specially designed software solutions, which form the backbone of operations. In case the complaint is not resolved within a specified time limit, the complaint is escalated to the notice of higher authorities for expediting the resolution process. The customer can know the status of the complaints registered by contacting the call center personnel. The status of the complaint is periodically tracked and updated. The customer complaints are registered and forwarded to the field personnel for timely action and rectification. The telephone number 1912 is specifically allotted to Electricity Call Centers for handling power supply related complaints. These call centers work round the clock to receive customer complaints through several channels such as telephone, fax, email, etc. To address the power supply related complaints on a proactive basis and provide effective, assured and timely services to the customers several power distribution companies and state electricity boards have set up an Electricity Call Centers.
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