CIT Technology used in Amma Call Centre
Chennai: The Amma Call Centre, outsourced to a private company in T Nagar, may have 138 operators working round-the-clock. But what makes it different from your usual helplines is that it also has cutting edge technology.
Amma Call Centre operators have access to computer-telephone integration (CTI), which allows data collected from telephone systems to be used as input data to query databases with customer information.
The data is instantaneously uploaded in the customer service representative screen. The overall effect, therefore, is that the operator already has the required screen on his/her terminal even before s/he interacts with the customer.
While CTI aims at reducing the time of interaction between the operator and the customer, thereby increasing the operator's efficiency in handling calls, Amma Call Centre is also equipped with voice logging facility, unlike other helpline numbers. According to sources, the voice logging feature will record audio information from telephones to a computer hard drive that can be used for future references.
By this method, complaints would reach the authorities, simultaneously ensuring that the complaints are followed up. Hence, as soon as the complaint is received, it will be forwarded to an official from the department through three modes of communication - e-mail, call and message.
The caller will also receive a message with the complaint code stating that the complaint has been registered, following which action will be taken.Calls are pouring in into the centre which has a capacity to register over 15,000 complaints a day, say officials. So, they are planning to expand the facility.