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Letter no.2018/PG/18/All-India Helpline Dt.25.08.2020

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Summary

Extendins suDoort of 139 for Freicht and Parcel marketins- Protocol rec CRIS should add new sub-categories - 'Parcel Facilitation' & 'Freight

Text of the circular

GOVERXUEITT OF INDI,A IBHARAT SARI(ARI TIITISTRY OF RAILWAYS IRAIL UAIITRAI.A.YAI IRAILWAY BOARDI NO. 2018/PGl18/All{ndia Helpline New Delhi, dated 25.08.2020 PCCMs/All lndian Railways cMD/rRCrC & MD/CR|S Sub: Extendins suDoort of 139 for Freicht and Parcel marketins- Protocol rec.

Ref: NO. 2OTSlPGltglAll-lndia Helpline dt. 21.08.2020 ln view of the ongoing thrust on promoting freight and parcel traffic, it has been decided to have a single All-lndia contact number. Accordingly, RailMadad Helpline 139, Option 6, with the caption "Freight and Parcel Queries" will be dedicated for this purpose. Upon Dialling 139, And pressing 6, the call would be diverted to 139 call-centre executive. ln continuation of my letter of even number dt. 21.08.2020, detailed protocol for Divisions, IRCTC & CRIS is enclosed as Annexure'A'.

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'Annexure A' Protocol for IRCTC call-centre

a. On pressing 139/6, the call made to 139 would be transferred to call-centre agent. (Accident Assistance, which is at Option 6 at present, would be shifted to Option 1 of lVR, along with medical and security emergency).

b. The agent would talk to the caller and ascertain the nature of call, i.e. whether it is regarding freight or parcel inquiry.

c. There is a likelihood that many calls received on 139/6 may be in the nature of grievance, mostly pertaining to parcel not delivered. Such grievances should be registered under'Station' mode, 'luggage/parcel'category and appropriate sub- category. lf it is a freight complaint, then accordingly it should be registered under 'Station' mode, 'goods' category and appropriate sub-category, in RailMadad.

d. All freight and parcel inquiries should be logged under'Station' mode, 'goods' or 'luggage/parcel' category and sub-categories 'Freight-Facilitation' & 'Parcel - Facilitation', respectively. For faster analysis of queries - The agents should prefix query description with 'PFC[ (for Parcel Facilitation Queries) & 'FFC[ (for Freight Facilitation Queries)

e. The agent should take down all details of the caller - namely, name, mobile number, nature of query, commodity name, station - origin-destination, or any other details that the caller provides.

f. After noting the details in RailMadad, and if call is received between 1000- 1800hrs, then the agent would transfer the call to the NR (non-receipt) cell of the concerned Division.

g. While transferring the call to the NR cell staff, the agent would also tell him the RRN (RailMadad Reference Number) of registered query, so that NR cell person does not ask the caller for the same details again.

h. lf the call is received outside of office hours (1000-1800hrs), then 139 agents would register the query in RailMadad, and intimate the caller that he would get a response within three-four hours.

Protocol for Divisions

a. Sr. DCM should post a commercial staff who is courteous and welFinformed about parcel and freight issues to man NR-cell phone. This person should also know about RailMadad working. He should be provided with a landline number, if not provided already. He should also have access to FOIS, ICMS & RailMadad systems. Manning of NR-cell phone would be done in office hours from 1000- 1800 hrs on all days.

b. For meaningful analysis of queries received and their response, Sr. DCM should nominate an ACM for monitoring these queries/proposals.

c. Sr. DCM should create RailMadad non-generic lDs for ACM and NR cell staff.

d. NR cell person should freely share the name and contact details of ACM with the caller, through 'lnterim Message'(see G below).

e. NR cell person should not close any query without the approval of ACM, which can be taken telephonically also.

f. Between 1000-1800hrs, relevant parce/freight calls, would be transferred to NR Cell of the concerned Division, by 139 agents. Ordinar

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