Jharkhand Bijli Vitran Nigam Ltd Consumer Call Centre - JSEB Helpline

JSEB Helpline is Information cum Complaint related Call Centre built for the consumers of Jharkhand Bijli Vitran Nigam Ltd. It is a one stop solution for JBVNL Customers for all kinds of problems regarding electricity distribution. This call centre acts as window to JSEB to get in direct touch of their consumers and try to solve their problems in a more processed and scientific way. The Call Centre is integrated with the central consumer database. The following information and requests are attended:

Ticket Availability

Complaint About

  • No Electricity
  • Transformer Failure
  • New Connection
  • Disconnection
  • Erroneous Billing
  • Faulty Meter etc.

Information About

  • Load Shedding
  • Billing Information
  • Status of request

Key Features

  • 20 seater setup to handle grievances 24X7 with 99.95% uptime.
  • Deployment of Linux Based Call Centre System
  • Hard Dialer with Industry Standers Calling Application
  • Both Incoming and Outgoing Call Handling
  • Fault Booking Ticketing System
  • SMS and Email Integration
  • Call Back Facility
  • Online Hierarchical Monitoring Tool
  • Interactive & Intelligent Dashboard for LIVE Monitoring
  • Integration with GIS for better analysis
  • Extensive Reporting Module

Project Details

  • Implementation of 20 seater Call Center with Complete Hardware and Software infrastructure on BOO Model.
  • Development of a Customized CRM Software to maintain details of complainants and consumers.
  • Development of a GIS Enterprise Softwarefor monitoring the consumer grievance pattern, problematic area, comparison of different kinds of problems based on geographic location.
  • A GIS based decision support system which will automatically detect problem pattern based on different regions.
  • Development of Dash board to monitor the Call Center KPI and other parameters
  • Live tracking of Calls for quality analysis and direct interaction with the complainant through SIP calling by empowered officials.
  • Live tracking of ongoing calls over a State GIS Map.
  • Ticketing System Integrated with SMS and Email
  • Co-ordination between the complainant and the department for faster and better resolution.
  • Communication through Calls/SMS/Email.