MTNL’s online help services is perpetual call waiting

For instance, the operator at the enquiry cell (after at least half-an-hour’s continuous dialling) brusquely, provided her with a non-existent number when she asked for the number of any one of the helplines which have been set-up to help anxious students who are expecting their board results.

The second attempt was a trifle more successful as one was given the number of the Central Board of Secondary Education (CBSE), from where she finally got the number of the CBSE helpline. Heaven help any anxious student who is looking for a counsellor to guide him through a traumatic phase.

However, it was when one tried the morning alarm service that one realised how lucky she was as far as the enquiry cell was concerned. Because even after trying the number 32 times in a row, one could not get through. The operator at the enquiry cell, however, provided the `assurance’ that the number was correct and that one would “have to keep trying”.

At the trunk booking number the operator asked us to hold on and said the call would be put through immediately. After a 15-minute wait, the reporter ran out of patience and disconnected the call. The call was finally connected after 45 minutes. And then of course they have the much publicised customer care cell, wherein the MTNL advertises the numbers of various area exchanges and lists the office as well as residence numbers of senior officials for help. Thankfully, at these numbers the response was immediate, even though it was not of much help. When this reporter called up the Deputy General Manager of the Mayur Vihar Exchange and complained about the delay in receiving the bill every time, she was told to call up the PRO.

The PRO, however, was not available but her assistant after a patient listening said she could not help. “The bills are made at our head office and you will have to go there and collect the copy of your bill. We have a centralised billing system and we can not help you. But if it is a persistent problem, send us a written complaint and we will look into the matter,” she said, refusing to divulge her identity.

Admitting that the system was not perfect, G.S. Grover, General Manager (Long Distance), however, said that they had taken several measures to improve the system. Explaining the problem of the enquiry cell operators giving non-existent numbers, he said, “Sometimes even if a number is operational, one gets to hear that `this number does not exist’. However, new numbers may not be available as the person or organisation which sets up a helpline has to inform the general manager of the area. Unless we have those details, we cannot provide this information.”

He also agreed that some of their operators could do with a little more politeness. “Every year we organise short term courses for them where we teach them how to handle customers, but I admit that there are some of them whose behaviour leaves much to be desired,” he sighed.

However, if one faces any problems with the operator, one can ask for the counter number and make a complaint to MTNL officials. This along with the time at which the call was made, can help trace the operator so that action can be taken.

Clarifying the delay in putting a trunk call through, he said “Earlier, it used to take a lot of time and people had to book an urgent call if they were in a hurry. But now we have state-of-the-art technology and calls are put through immediately, which has increased the load on us. However, I agree that operators should at least inform that it is going to take time, so that your time is not wasted.”

He also admitted that their customer care could do with a little improvement and officials should instead of passing the buck, be a little more helpful. “That is the reason why we have given a special facility for billing problems. You can just fax your problem at 1616 and we will take immediate action,” he assured.