The Centre which has been operational since April 3, 2020 is one of the first such centres in Uttar Pradesh and has played a critical role in responding to citizen queries in the wake of the pandemic, the company said in a statement.
HCL set up the “all in one” control room, reachable on toll free number 18004192211, at one of its facilities in Noida, with support from the GB Nagar district administration, the police, the health department and both Noida Authority and Greater Noida Authority.
The centre has responded to 2.5 lakh citizen queries since it began operations,it said.
The data analysis of the call volume, the company said reveal that over majority of the calls received have been food related (60 percent) with callers requesting for information on ordering groceries online or dry ration and cooked meals support.
The Control Room also responded to 15 percent queries related to Health Services, including questions around e-pass for hospital visits, ambulance related services and pharmacy options.
About 21 percent of the total calls were related to other queries including information on masks and sanitizer availability, ATM accessibility etc. Remaining 4 percent calls were police related.
HCL employees have been supporting the call centre operations on 24×7 basis while keeping in mind the required social distancing norms.
According to HCL, the centre’s focus has also been on screening callers and queries before referring them to a team of doctors appointed by the government for further course of recommendation.
About 12 percent of the total health related calls received were therefore, referred for doctor consultation.
The control Centre also included processes for following up and reporting of all unconfirmed, suspected, foreign return cases as well as mobile tracking and monitoring for all home and hotel quarantine cases basis inputs from official government authorities, it added.
