DoT kicks off system to get feedback on call quality

NEW DELHI: The Department of Telecommunications (DoT) has started operating an integrated voice response system (IVRS) in Delhi and Mumbai and a few states to take direct feedback from subscribers on call quality.

The IVRS system is live also in Punjab, Uttar Pradesh, Uttarakhand, Maharashtra and Goa, and it will be extended to the entire country very soon, a government statement said.

“The platform is a channel to capture direct feedback from the consumers and this voice of the customer can be used to improve the services that are being offered to them,” Telecom Minister Manoj Sinha said.

He said the government will initially use the platform to get customer views on call drops and in the future will extend it to get feedback in other areas too.

Subscribers will receive an IVRS call from the short code 1955, and they will be asked questions like whether they are facing call drops in their area. Subscribers can also send a toll-free SMS to the same short code mentioning the location where they may be facing frequent call drops.

The feedback will be shared with telecom carriers so that they can take corrective steps. Sinha had warned that his ministry would not hesitate on slapping penalty and in taking other actions against the guilty.