RPF SECURITY HELPLINE 182
(RSHC)
Comprehensive CRM tool for handling distressed passenger calls and ensuring early resolution with integrated security support
Challenges We Address
- 📞To build a CRM tool for handling Distressed Passengers Calls and to ensure their early resolution.
- 🚨Provision to alert nearby RPF personnel to immediately attend the Distressed Passengers.
- 🚂Provision to facilitate desired help to passengers on board or at forthcoming stations.
- 📞Provision to have an outgoing conference call with the complainant to further assist him/her till complaint resolution.
- 🛡️A challenging task of establishing a Passenger Helpline CRM tool with a full proof end to end distress handling mechanism.
Our Goals
📝To facilitate The Call Center Executive to record minimal necessary details obtained from distressed passenger.
🔗Seamless Integration with PRS and NTES Systems to obtain passenger details and train running details automatically in the event of distress.
👮Capability to transfer the incident details to concerned RPF staff and the RPF escorting party for early resolution of the problem.
📞Facility to have an outgoing conference call with the complainant to help him / her.
⚙️An Automatic Call Distribution (ACD) supported and integrated system to ensure lodging, reporting, monitoring, tracking and resolution of travellers security complaints.
Passenger Complaint Process
📞When a distressed passenger initiates a call it lands at RPF Divisional control room closest to the person
🎫A Ticket is generated after the call is attended recording the necessary details
📱SMS for ticket generation is sent to the complainant along with unique ticket ID
🎙️Conversation between the complainant and the Call Centre Representative is recorded and available for reference
📤Registered ticket is forwarded to the post personnel
🚂If the train is running in another division or zone, ticket can be forwarded to the concerned Division directly
👮Post, on receiving the ticket, assigns the same to one of their field officers
✅Once the issue is addressed, divisional control room is informed about the action taken who will contact the passenger to confirm if his/her issue has been resolved
🔒Ticket is closed or re-assigned accordingly
📞Facility of conference calling enables one to one communication among division, complainant and post officer in-charge
📱SMS is sent to complainant on ticket (case) closure
👥In case ticket is handed over to GRP, provision is there to provide concerned contact person's details
Integration with PRS, NTES
Integration has been provided with the Passenger Reservation System and National Train Enquiry System
If complainant provides PNR details, system fetches travelling passenger details from Passenger Reservation System
If complainant provides train number, travel date and boarding station, onward journey can be fetched using National Train Enquiry System
This facilitates providing help at the forthcoming stations also
Decision Support System (DSS)
📊The system provides a dashboard for a snapshot view of the number of complaints received and attended
📈Monitoring and analytic purposes are served through comprehensive reports
📋Comprehensive reports have been provided to facilitate day to day working of the RPF personnel
Alerting RPF Escort Party
🚨The system internally transfers the incident details to concerned RPF staff and the RPF escorting party
⚡Early resolution of the problem is facilitated
📞Facility to have an outgoing conference call with the complainant to help him
🎙️Option to listen to the call recordings at a later point of time
📱An SMS is also sent to the complainant at the time of ticket closure
Monitoring
Easy monitoring of call Centre performance. Passenger can check their registered Ticket status by calling 182 from any location.
Reporting
Comprehensive reports provided to facilitate day to day working like Daily Summary Report, tickets generated in a day. Caller report for the number of calls received from a particular number of Ticket report details.
Analysis
Comprehensive dashboard has been made available to provide at a glance snapshot view of number of complaints received and attended. It also provides statistics related to Total, new and pending complaints including the specific number of complaints which are pending at various levels for action.
Milestones Achieved
72
Divisions Integrated
With ACD System
10K+
Daily Calls
Average calls received daily
2K+
Security Calls
Average security related calls monthly