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Efficient Citizen Contact Centre Guidelines | Voter Support Program

Guidelines for operation & training of Voter Helpline (Toll-Free 1950) Citizen Contact Centers (DCCs) for efficient citizen support during both election and non-election periods.

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Efficient Citizen Contact Centre Guidelines | Voter Support Program

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  1. 1950 (Toll Free)

  2. Functioning of DCC 1950 • The operation time of DCCs should be 9AM to 9PM on all working days and upscaled during Election Period. • The DCC will continue to work throughout the year during both election as well as non-election periods. • The DCC should be manned by a ‘ Contact Centre Agent ’ and not by Computer Programmer, Data Entry Operator or any other position. • The minimum qualification of DCC and SCC agent is 12th pass with good command on area specific languages, good typing skills, good articulation and patience. There is no further computer knowledge required for this position. Cont.........................

  3. Functioning of DCC 1950 • All the Contact Centre agents should be thoroughly trained on Election matters and on Soft skills. The DCO should be closely associated with the training. • All DCC agents should be having account at NGSP which can be created by DEO Admin login at NGSP. All DCO login can be created by CEO Admin account • Every call should be punched into the NGSP portal. All types of calls such as information, feedback, suggestion and complaints should be entered with relevant details.

  4. District Contact Centre Citizen Process Flow Chart Public Exposure Toll Free Number 1950 Redirected to Landline Number Ported to PRI Line & Exchange DCO Agent 1 Agent 2 DEO National Grievance Service Portal Calls E-Mails Letters ERO NET NVSP

  5. ICT Infrastructure Hardware Software Desktop Computer CCTV Scanner Printer PRI Line EPBX Headphone PRI Number Toll Free Number Dialler Call Recording IVRS

  6. Script for Agents (English) • Welcome to Voter Helpline of (District Name). How may I help you? • May I know your Mobile Number or your email ID? • Please tell me your name. • Please tell me your State. (The Agent must allow lodging of IFSC (Information, Feedback, Suggestion andComplaints) over the call and must punch every call on the NGSP Portal.

  7. Script for Agents (Hindi) • नमस्कार मतदाता सहायता सेवा (जिले का नाम) में आपका स्वागत है। मैं (Name of Agent)आपकी क्या सहायता कर सकता/सकती हूं? • क्या मैं आपका मोबाइल नंबर या आपकी ईमेल आईडी जान सकता/सकती हूं? • कृपया अपना नाम बताईये।. • कृपया अपना जिला एवं विधानसभा बताईये।. • (एजेंट को आईएफएससी (सूचना, फीडबैक, सुझाव और शिकायतों)को NGSP Portal पर दर्ज करना अनिवार्य है।

  8. Login Credential for DEO Login and DCC Login

  9. Functioning with DEO login NGRS Login Page----- Officer Login ----------

  10. DEO Dashboard ----------------

  11. User Management ---------------

  12. Can Change/Edit/ Update DCO,DCC,DEO,SP etc.

  13. View all Complaints in Summary and Details wise --------

  14. Functioning with DCC login NGRS Login Page

  15. Contact Centre Agent Login---------------

  16. Registration of Information related calls same as Feedback/ Suggestion and Other -----------

  17. Registration of Complaints and Complaint ID No. Will Send to applicant’s mobile no. And mail id if available-------

  18. Useful Links • Contact Centre Agent Login to NGSP. • Electoral Search for Confirmation of the Voter details. • Online Application Status Tracking. • ERONET • ‘Voter Helpline’ Mobile App from Google Play store. • ‘PwD App’ (Persons with Disability) • For FAQs • http://164.100.128.76/contactcenter/Login.aspx • https://electoralsearch.in/ • https://nvsp.in/Forms/Forms/trackstatus • http://eronet.ecinet.in/ • https://play.google.com/store/apps/details?id=com.eci.citizen&hl=en_IN • https://play.google.com/store/apps/details?id=pwd.eci.com.pwdapp&hl=en_IN • https://eci.gov.in/faqs

  19. ECI Reffrences • Letter no. 485/Comp/NCC/2017 Dt. 02.01.2019 • Letter no. 485/Comp/NCC/2017 Dt. 05.01.2019 • Letter no. 485/COMP/NCC/2017 Dt. 18.01.2019 • E-Mail Dt. 22.01.2019 • Letter no. 485/COMP/NCC/2017 Dt. 24.01.2019 • Letter no. 485/COMP/NCC/2017 Dt. 25.01.2019

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