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Directorate of Social Welfare, Port Blair- Case Study
ABOUT- Directorate of Social Welfare
The Directorate of Social Welfare in Port Blair, Andaman and Nicobar Islands, plays a crucial role in overseeing social welfare initiatives. Dr. Nitin Shakya serves as the Director at the Goalghar office .The department’s emphasis on important issues is highlighted on its official Twitter account. For any concerns or complaints, individuals can utilize the online complaint submission system provided on the official website. The department actively engages with the community, addressing societal needs in Port Blair and contributing to the overall welfare of the region
Project Details
BSNL has signed Mou for Establishing EPABX-cum-Call Centre Solution with PRIs Lines and Related Infrastructure for A&N Circle between Directorate of Social Welfare, Port Blair on 07-Decemeber-2020. Raygain Technologies Pvt. Ltd provided software support during the period of 05 years and solely responsible for maintenance of all hardware and software components should be 05 years i.e. during the currency of MoU with BSNL CO, New Delhi.
Raygain Technologies Pvt. Ltd arranged for all requisite hardware and software components including desktops, IVRS, dialer and related hardware, software & licenses as per TRAI and network components. The BSNL, Port Blair also provided the requisite ISDN PRI line along with separate numbers for inbound & outbound calling including Guarantee /Warranty for 2 years for the escalation on call conference. The toll free number 181 is owned by Directorate of Social Welfare and is presently mapped to a landline number for handling inbound calls only.
Problem Statement and Challenges Faced
Limited Internet Connectivity in Andaman Islands
Challenge
Residents of Andaman Islands, including Port Blair, working there is a challenge due to limited internet connectivity. Setting up solid network connectivity was a challenge in itself.
Impact
Geographical distance and potential network issues presented challenges in making calls from the Andaman Islands to mainland India, leading to call drops.
Limited Resource Allocation
Challenge
The existing system struggled with handling inbound calls efficiently, leading to increased wait times for callers. Resource allocation and seat provisioning were not optimized, causing delays in addressing customer inquiries.
Impact
High call volumes resulted in frustrated customers, and the lack of streamlined resource allocation led to operational inefficiencies.
Lack of Seamless Customer Interaction
Challenge
The absence of a comprehensive call center application hindered seamless customer interaction. Challenges included the absence of tools for Computer Telephone Integration (CTI), reporting, and unified agent management.
Impact
Inadequate customer interaction tools affected the overall customer experience, leading to dissatisfaction and potential customer loss.
Ineffective Call Distribution and Routing
Challenge
The Automatic Call Distributor (ACD) system faced challenges in efficiently distributing incoming calls to Full-Time Employees (FTEs) and agents. Intelligent routing based on caller needs was lacking.
Impact
Calls were not promptly directed to the right personnel, causing delays and negatively impacting customer satisfaction.
Training and Quality Assurance Gaps
Challenge
Insufficient training programs and a lack of robust quality assurance measures impacted the performance of call center resources.
Impact
Poorly trained resources led to inconsistent service quality, affecting customer satisfaction and retention.
Solution We Provided
#Use Case:Raygain’s Call Center Solution Implementation
Interactive Voice Response System (IVRS)
Objective: Efficiently handle inbound calls and provide a guided experience for call responders.
Raygain Execution:
- Inbound calls directed to the chosen telephone number utilize IVRS for guidance.
- IVRS routes calls to specified seats with sufficient provisions.
- Caller’s language preference selected through IVR for a user-friendly experience.
Unified Call Centre Application
Objective: Deploy comprehensive call center software for seamless customer interaction.
Raygain Execution:
- Raygain implements robust call center software with CTI, Reporting, Unified Agent Management, and Supervisor Monitoring tools, Software supports queuing for calls and chats.
- Raygain Integrated the system with call center operations and enhance call event handling.
Automatic Call Distributor (ACD)
Objective: Efficiently distribute incoming calls to FTEs/Agents and intelligently route calls.
Raygain Execution:
- ACD distributes incoming calls promptly to designated FTEs/Agents
- Pre-integrated with IVR to handle high call volumes and route calls requesting further assistance intelligently
- Provides users with basic functionalities, including a highly configurable system for user management
Additional Aspects Handled by Raygain
Resource Training
Raygain ensures comprehensive training for call center resources. This involves equipping personnel with the necessary skills and knowledge to handle diverse tasks within the call center environment. The company emphasizes both qualitative and quantitative research, demonstrating expertise and experience in executing projects across various industries and regions
Quality Assurance
Raygain is committed to maintaining high-quality standards through robust quality assurance measures. This encompasses processes such as call center quality management, call recording, agent scripts, evaluation forms, QA evaluators, calibration, and reporting
Monitoring and Reporting
Regular monitoring and detailed reporting for performance analysis. We do regular monitoring and detailed reporting mechanisms to analyze performance effectively. This likely involves tracking key metrics, evaluating interactions, and generating reports for continuous improvement and optimization of call center operations
Storage and Retrieval
Raygain ensures efficient storage and retrieval of call, email, and chat history. This capability is crucial for maintaining a comprehensive record of customer interactions, facilitating quick access to information, and supporting the overall effectiveness of the call center
Customization
The Company is adaptive and responsive to specific requirements, showcasing a commitment to customization.
Conclusion
- Raygain's Call Center Solution brought about a transformative change in Port Blair's communication landscape.
- Smriti Irani inaugurated the call center created for Women help line number.
- By addressing the challenges head-on, we created a more responsive and citizen-centric system, setting the stage for improved civic engagement and service delivery.
- This use case showcases the successful implementation of Raygain's Call Center Solution, covering IVRS, Unified Call Centre Application, CTI, and ACD functionalities, along with additional aspects for a holistic customer service experience.
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