AMADER SARKAR KE BOLO SOP OF CALL CENTER
DIALER PAGE: The call lands on the “Amader Sarkar Ke bolo” call center number. The agent
picks up the call and collects all information. of the caller and also the detail of the
grievance.
CRM PAGE: On the call the agents collect all the details of the grievance as provided by the
citizens in the below format.
QUALITY: This is qualify checked by the QA team by verifying with the recording of the call.
Main Parameter Main Parameter Sub-Reason
Call answered within 3 seconds
Opening Script followed Script Adherence as per Process update sheet
Tone of the agent while during opening High rate of speech, Lethargic Etc.
Active Listening Good/ Bad / Very Bad- 1,2,3 instances
Repetition Good/ Bad / Very Bad- 1,2,3 instances
Varied Acknowledgements Post listening to Citizen VOC we need to acknowledge (It should not sound robotic)
Paraphrasing done Customer issue confirmation post listening citizen complains
Probing according to probing sheet
Right line of questioning Out of the box question, as per Scenario
Tone of the agent while probing High rate of speech, Lethargic Etc.
Correct Information shared All type of information sharing with citizen / Scheme information etc. (Need to use
complete scheme name by Citizen. If caller is asking for scheme related information,
Complete information shared then we need to inform)
Tone of the agent while providing
High rate of speech, Lethargic Etc.
Information
Whenever citizens will be expressing Emotion, we have to share empathy (Good/ Bad /
Empathy Missing
Very Bad- 1,2,3 instances)
No unnecessary Interruption on call 2 is No and More than 2 is Fatal
Control of the call Based on situation, steering back to issue
Not more than 2 fillers in 10 minutes
interval
Not more than 2 instances of fumbling
(Timestamp)
Hold Opening script followed
Hold Closing script followed
Hold Time less than 120 sec
More than 3, 5 sec dead air will be considered as Fatal / More than 20 seconds dear air
Dead air less than 5 seconds
will be Fatal
No Grammatical errors Spelling Error
Correct paraphrasing of customer
Purpose of the Box (Written paraphrasing)
complaint
Complete issue/VOC captured Purpose of the Box (All information captured/ Changes the meaning of sentence)
Correct Details Captured (Name, address (if required), district, municipality etc.)
Correct Disposition Selected Dialer/Amader Sarkar Ke Bolo dashboard
Summarizing (POC)
Preclosing statement Used "Asha kori ami apnar sob somossa nothibhukto korte perechi Sir"
Clear Closing Script
Tone of the agent while closing High rate of speech, Lethargic Etc.
Rudeness Observed on call
Slang (Profanity Word used)
Call Avoidance
Sarcastic Word used
Inbound Daily Average Call Summary:
Call KPIs Call Counts
Daily Average Call Inflow 62162
Daily Average Call Offered 51298
Daily Average Call Answered 10224
Daily Average Grievance 4378
Daily Average Status Update Calls 3494
Outbound Daily Average Call Summary:
Call KPIs Call Counts
Daily Average Dialled Calls 12733
Daily Average Connected Calls 6311
Daily Average Grievance 1153
Daily Average Status Update Calls 1367
Data Bucket Portal: Calls are bucketed by department and government bodies and sent to the concerned
person