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Bengaluru: BMTC call centre to be linked to police control room

Last year BMTC received 2.44 lakh calls from the public and 38% of which were enquiries about routes.

Bengaluru: Bangalore Metropolitan Transport Corporation (BMTC), which operates on 2,000 routes and is considered to be the city’s lifeline, is planning to integrate its call centre with the police control room to deal with cases that require police intervention. The transport provider plans to upgrade its call centre and introduce more phone numbers to improve its interface with passengers.

A BMTC official told Deccan Chronicle, "The present call centre receives only 450 to 500 calls in one day from passengers and their numbers are increasing. The corporation has now decided to upgrade the call centre to next level, wherein our executives can hand over the call to the police when a passenger or bus crew needs their assistance in case of emergency. Other complaints related to bus service will be dealt with by the BMTC."

Last year BMTC received 2.44 lakh calls from the public and 38% of which were enquiries about routes. Of the remaining calls, 34% pertained to timings and 27% to fees charged for various services.

Passengers also call to inquire about passes, lost items and to report bad service. "The call centre also attends to grievances posted by passengers on social media or sent through the mail. The upgraded call centre will have 22 executives, who will work round the clock in three shifts. It will be in a position to handle 3,000 phone calls and 500 emails a day; monitor at least 600 social media complaints, and 200 text messages," official added.

The corporation is also planning to introduce a new call centre number with four or five digits which is easy to remember by replacing the existing 11-digit number.

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