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[Resolved]  Help line numbers — No help line number is working properly

In the recent past we see almost all companies are giving their help line / customer support / other help type numbers which is neither working or very complicated for simple type people.

Any of the help number starts dictating what the dialer is suppose to do; say press 1 for this.............so on. This go on for sometime and finally the reply comes as you have supplied wrong number, etc........and hence it is disconnected. Unless one has the highest tenacity, perseverance, patience and ample time to do this repeatedly again and again with only goal to somehow register the complaint it is simply herculean task to register any complaint. If you have registered the complaint and somebody, if luck prevails, takes your call again you will have to start again and explain in detail and unfortunately he / she will be a B.P.O. who cannot take any decision and it is transferred to the supervisor who again cannot take any decision in this matter. If this sort of thing happens you are totally finished, exhausted and frustrated. This system has to be rectified immediately.

First of all it should be known that caller of any complaint expects a remedy. If this is not possible the taker of the call should give the suggestion for solution on line and not forwarding in a meaningless way.

Solution to this is as follows.

All help line numbers of Larger institutions should be attended personally and not by automated system. This itself will solve half of the problem

Then call taker should transfer the call to the respective department / section immediately for redressal

Initially this may cost the company a little more fro employing a few extra personnel for this purpose. As a person is involved directly it is always possible to solve the problem instead of automated system dialling.

In case of email problem.

Any email generated in the auto email generation system should have direct email id for contact ( This auto generated email comes with a wording that it is autogenerated email and do not reply) and there must be a time frame for any complaint redressal which should be looked into personally by some person and reply should come in ...... days it will be redressed or which department will contact when......

With this sort of system it is possible to solve many problems and not the way as is existing presently.

Prof.D.V.R.Rajakumar
Vice President - TPSL -Projects - Kolkata
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Complaint marked as Resolved Aug 14, 2020
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