EPFO plans 24X7 multilingual ‘contact centre’ to address complaints

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The Employees’ Provident Fund Organization (EPFO) is planning to provide a special facility to its users. In fact, it is working towards setting up a 24-hour multilingual “Contact Center” with the aim of providing a single-window interface to customers wishing to lodge a complaint or resort to redressal mechanism.

EPFO ​​is preparing to set up an integrated call center for its nearly 7 crore active customers. In fact, this step has been taken by EPFO ​​in recent months due to delay in resolution of complaints and increasing number of claim settlement rejections. The Employees’ Provident Fund Organization has faced a lot of criticism on social media platforms regarding this issue.

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Contact center will be available in 23 languages

EPFO has issued a tender for setting up this contact center, which will work 24×7 and 365 days with a strong system. Its purpose is to listen and understand the complaints received through multi-channel (helpline number, landline phones of various offices, registration portal, WhatsApp, social media, physical post).

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EPFO has listed 23 languages ​​in the tender. These include Hindi, English, Assamese, Bengali, Bodo, Dogri, Gujarati, Kannada, Kashmir, Konkani, Maithili, Malayalam and others. Earlier, EPFO ​​had started a helpline with a toll-free number (1800118005). However, this helpline number was mostly out of reach.

 

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