Kashmir cops, BSF get lessons in communication from Delhi Police | delhi | Hindustan Times
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Kashmir cops, BSF get lessons in communication from Delhi Police

delhi Updated: Jul 23, 2012 00:52 IST
Jatin Anand
Jatin Anand
Hindustan Times
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The Delhi Police are 'schooling' its more technically-challenged counterparts, and even a paramilitary organisation, in the art of effective communication these days.

While the police forces of states such as Jammu and Kashmir and Maharashtra are gaining the technical know-how to replicate the Delhi Police's famed control room in their respective states, the Border Security Force (BSF) is going a step further.

"We are assisting the BSF in creating a 24x7 call centre which will be dedicated to entertaining stress-related queries from its personnel deployed across various sensitive locations around the country," said a senior police officer. http://www.hindustantimes.com/Images/Popup/2012/7/23_07_pg4c.jpg

According to senior officers working on the said skill-sharing project with their counterparts in the BSF, what has attracted the paramilitary force to their 'modest' gates is the self-explanatory 'Automatic Call Distribution System' being used by the Delhi Police Control Room (PCR).

The said system, something like a giant intercom which is also in use at Business Processing Outsourcing offices (BPOs), has the capability to receive an infinite flow of call traffic on a single line and routing it one operator after another.

"Given the technical infrastructure required, it can manage a humungous chunk of call traffic effectively and automatically routes a given call to the operator who has been free for a longer time than the others on the same line," the officer explained.

Currently, according to Delhi Police estimates, the system enables just 50 operators stationed at the Central Police Control Room (CPCR), to receive and attend to more than 40,000 calls on a daily basis.

"In the BSF's purported model, everyone from normal attendants to even trained counsellors will be available to their personnel at a single call. We're mulling a similar number for our own personnel; it might go a long way in curbing stress-related suicides in the Delhi Police," an officer said.