Delhi Metro helpline upgraded to interactive voice system

Delhi Metro on Tuesday took a step closer to offer better services to commuters by enhancing its existing helpline service into an interactive voice response system (IVRS).

Delhi Metro Rail Corporation (DMRC) managing director Mangu Singh inaugurated the system at Metro Bhavan here and made the first call on the new 24x7 IVR System available at phone number 155370.

He demonstrated the system by asking about the fare between Noida City Centre and Barakhamba stations. The IVRS works in English and Hindi languages.

Just with the press of a button, the IVRS will take suggestions and complaints.

It also answers queries on timings, fares, Metro museum, feeder bus service, parking, airport line, interchange stations and routes.

An emergency bulletin has also been incorporated into the IVRS to inform commuters about any sudden service disruptions or technical problems in Metro services.

Specially trained staff will attend to the calls 24x7.

"This is another step which brings us closer to our patrons. Our attention is always to bridge the gap," said Mangu Singh.

"I can understand the plight of a passenger if information is not easily available," he said, recounting his own difficulty in Prague, Czechoslovakia, last week when he did not know the language while using local transport.

DMRC first launched the helpline service in October 2008 with just three telephone lines which was subsequently upgraded multiple times and finally took the avatar of an IVRS on Tuesday.

Currently, the helpline receives 800-1,000 calls a day. Complaints stand at 50 and most of them pertain to cash handling.

Talking about the third phase of Metro work, Mangu Singh said 63 percent of the work has been completed, but it has got interrupted at a few places.

He said a committee will decide on the fare revision plan.

Delhi Metro spokesperson Anuj Dayal said it has grown 100-fold in the last decade and at present ferries 2.5 million people daily.

He said public feedback was very useful for the safety and security of the Metro.