Gurgaon traffic police rope in BPOs for help
The Gurgaon police are in talks with top call centres to upgrade the control room and make it of international standard. Faizan Haider reports.delhi Updated: Mar 25, 2011 01:03 IST
The Gurgaon police are in talks with top call centres to upgrade the control room and make it of international standard.
The city police have asked global BPOs based in Gurgaon to prepare a pro forma similar to what they used to improve customer satisfaction level.
"The call centres based in the city are very professional and can be very useful for our men who take emergency calls. We are in touch with around three BPOs and have asked them to send us their documents. One of them will be asked to train our men on the same pro forma," said Gurgaon joint commissioner of police Alok Mittal.
The police have nine terminals at the Police Control Room (PCR) which means nine calls can be handled at a go while the tenth caller has to wait.
"Though we have set a high standard and keep reviewing the process, help from call centres can improve our working. Customer satisfaction is the most important factor for them and we want the same with our men. We want anyone calling the police PCR to be satisfied with our response," he said.
On an average, the Gurgaon police receive more than 400 calls everyday. If the experiment proves successful, the department will also organise a session to train and sensitise
PCR officials who usually take distress calls.
"For the person who receives the call at the PCR, it could be the hundredth call of the day, but for the caller, it could be extremely important. Professionals in this field can use their skills to train our officers," the JCP further said.
"We always felt that there was scope for improvement for our staff who deal with phone calls from complainants," he added.
"The initiative also includes management concepts and personality development all rolled into one and how to communicate these concepts. The call centres also weave in games during the training sessions. These boost coordination, team work and most importantly, time management," said a BPO official requesting anonymity.