Delhi Metro upgrades IVRS based helpline service for commuters

Delhi Metro Rail Corporation (DMRC), India’s largest metro rail system has upgraded to IVRS based 24X7 Helpline service, which has been specifically designed to provide all essential information to the public just with the pressing of a button and also to cater the complaints, suggestions as well as grievances of the commuters in a more effective manner.

Dr. Mangu Singh, Managing Director of DMRC launching the IVRS

Dr. Mangu Singh, Managing Director of DMRC launching the IVRS

The IVRS based helpline service was today inaugurated by Dr. Mangu Singh, Managing Director of DMRC in the presence of senior officials of DMRC.

A custom made Interactive Voice Response System (IVRS) will respond to the queries of the commuters on the number 155370. There will be option for the commuters to get their responses in both English and Hindi.

In addition, details about the corridors, timings, fare, Metro Museum etc will be available easily by the press of dedicated buttons. A provision of ‘emergency bulletin’ has also been kept so that the commuters can be informed about any service disruption or technical problem on the system immediately.

An agency, specialized in operating such helpline services has been roped in to manage the IVRS based service. A call centre with specially trained staff will work 24X7 to respond to the calls made by the commuters. Delhi Metro officials will keep a close watch on their functioning to ensure that all calls made by the commuters are effectively addressed.

Delhi Metro had started the 24X7 helpline service in October, 2008 to respond to the queries made by the commuters. Initially started with just three telephone lines, the service has been upgraded a number of times. However, with the scheduled expansion of the network, the up-gradation to an IVRS based system was considered necessary. Presently, DMRC Helpline number receives on an average 800-1000 calls per day.

Delhi Metro accords the highest degree of importance to public complaints and queries. Apart from the helpline, commuters can also contact DMRC through the website – Complaint/ feedback registers are available at all stations as well. A dedicated Public Complaint Cell functions to provide timely response to the commuters.