Delhi Metro: DMRC has launched an upgraded 24×7 Helpline with IVRS


New Delhi: Delhi Metro Rail Corporation (DMRC) has launched an upgraded 24×7 bilingual helpline to provide essential information to commuters at the stations.

There is a provision for ‘emergency bulletin’ so that the passengers can be informed about any disruption or technical problem on the Metro system immediately, said DMRC on Tuesday.

The helpline, now with Interactive Voice Response System (IVRS), will answer queries on the number 155370. Commuters can choose between English and Hindi. It will also register complaints and suggestions. “Details about the corridors, timings, fare and Metro Museum can be availed by pressing dedicated buttons,” said DMRC.

“An agency, specialised in operating such helpline services has been roped in to manage the IVRS-based service. A call centre with specially trained staff will work 24×7 to respond to the calls made by the commuters,” it added.

The Delhi Metro had started the 24×7 helpline service in October 2008.

“Initially started with just three telephone lines, the service has been upgraded a number of times. However, with the scheduled expansion of the network, the upgradation to an IVRS-based system was considered necessary,” said a DMRC official. Currently, the DMRC helpline receives approximately 800 to 1,000 calls per day.

“Apart from the helpline, commuters can also contact DMRC through the website www.
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