3rd Party Remote Call Monitoring Feature
April 13, 2016
In India Call Center, the 'Airing of Grievances' Comes to Life
By Rory J. Thompson, Web Editor
In a classic episode of the TV sitcom Seinfeld, Frank Costanza, father of the beleaguered George, comes up with his own holiday to protest the commercialism of Christmas. He calls it “Festivus” (‘For the rest of us’), and one of its main tenets is the annual “Airing of Grievances.”
We don’t know if the Indian government was inspired by American TV or not, but they’re about to launch a national call center devoted exclusively to citizen’s complaints.
“Under the project, staff from various departments will be deployed at the call center. They will attend the calls and send the complaints to the departments concerned for appropriate action,” the Tribune of India reported. “A nodal officer will be appointed in each office. The official would monitor complaints and send [an] ‘action-taken’ report to the call center.”
The idea sounds like a good one, and it seems the Indians have given it some thought.
“Besides receiving and redressing complaints, the center would also promote various schemes of the government,” the Tribune said. One source said the idea behind starting such a facility was to save the residents time and energy lost in “running from pillar to post to just lodge a complaint.” Surider Singh, a resident of Sector 33, told the newspaper the call center would help curb corruption in government offices, as it would reduce direct communication between the employee concerned and the aggrieved party.
On the government side, an officer said the step was being taken to improve the efficiency in delivery of services and to ensure quick response to grievances.
The centers, which will operate from 9 til 5 Monday through Saturday, will also have the facility to record calls, both incoming and outgoing.
Frank Costanza would approve.