A bizarre and unhelpful reaction of a CM helpline call centre representative in MP has gone viral, shaking the people’s trust in the helpline.
The representative told a complainant from Khargone that he should get in touch with police about the riots in the town and that he could not help if the police were not responding, before ending the phone mid-call.
The phone call conversation has now become viral on social media where the helpline executive first engages the complainant in unnecessary queries and then hangs up the phone mid-conversation.
Some people from Khargone called the CM Helpline 181 on Friday to report that the police and district administration had been taking no action against rioters despite making several phone calls to police stations.
To this, the call centre executive, who identified himself as Manoj, started asking the complainant about the problem.
“I am speaking from Khargone and from 9.00 pm onwards, riots have started here. Rioters are burning houses and damaging properties. We have complained to the police but there has been no action so far,” said the complainant.
The executive followed up by asking redundant questions about what the problem was, what the rioters were burning, who they were and why they were burning houses. Shortly afterwards, he hung up the phone without a proper response to the complainant.
The call center has been outsourced to a private agency by the public service management department of the state government to make the services more professional and result-oriented. Hariranjan Rao, secretary of the department, said that the call center staff had not been properly trained to handle such kinds of crisis.
“The people employed there are given simple training to file complaints according to the given protocol. They are not trained to handle emergency situations,” said Rao.
Earlier too, there had been complaints about emergency situations but the staff could not handle it properly; therefore we have decided to train the staff of CM helpline to forward the calls to concerned departments in cases of emergency,” added Rao.
This change would be made very soon, he said.