IndiaPost to set up call centres, Host Hotline
Indiapost, the postal service under the Union communications ministry, is readying to slug it out with the private sector to grab a larger market share. To take the fight right into competitors territory, Indiapost will set up call centres. So next time you have to send a consignment, just dial a hotline number.
Indiapost is experimenting with outsourcing few of its operations relating to mailing of consignments which can be handled by private call centres. We will be setting up a pilot project in New Delhi. The test run has already taken place. The formal launch will be made during the forthcoming postal week in October, a senior official in Daak Bhawan, New Delhi said.
Indiapost had floated a tender for setting up a call centre in New Delhi. We will keep a watch on the performance of the call centre for the next six months. An open tender to set up similar call centres across the country may follow, the official added.
The consignor will first have to provide the requisite information mainly consisting of the consignors address and nature of consignment to the call centre. The call centre will further page the information to the postmaster of a designated hub.
Currently six post offices in New Delhi have been selected as hubs. The postmaster will then arrange for a representative to collect the consignment. This representative will visit the consignors address, complete the required formalities, collect the consignment and bring it to the postal department official for further processing.
The call centres and Indiapost will function on an information sharing basis. Therefore the consignor will also be able to know the current position of his consignment by dialling call centres. On the other hand Indiapost will continuously keep track of the consignment status.
They will share this information with the help of an on-line mechanism with the call centres. The call centres will also provide information about the kind of products offered by the department of post and will be up graded as per requirements.
