In order to ensure that every single person who calls in on the police helpline in Bengaluru is met with utmost professionalism and is provided the help they require, the city will soon have customer care executives who are specifically trained in the task to attend distress calls.
The move was made to address a number of problems that have been reported about the control room that includes lack of empathy towards those making the distress calls through the 100 helpline. Bengaluru Police has already invited tenders from top BPOs from the across the city in order to take the project forward.
While there will be customer care executives taking the calls and taking down the details, the final decision as to whether or not to send a response team will lie in the hands of a police officers. To that effect, one dispatch officer will be assigned to every 10 call takers, Police Commissioner Praveen Sood told the Times of India.
The team leading the project is also looking at ensuring that those attending the calls are conversant in at least three major languages.
Image for representation. Photo source: Flickr
The move to staff the control room with people comfortable in multiple languages has been inspired by the London Metropolitan Police’s control room.
Speaking to Times of India, Praveen Sood noted, “But one of the things we noticed while we were at London Metropolitan police’s control room was that they were able to communicate with citizens for more than 80 languages. In case of a foreign language speaker, they would connect to a language expert. We can’t have that technology, but Bengaluru being a multilingual city, language diversity among the call takers can be used to expand the language capabilities.”