Bhokta Batayon 16121
Bhokta Batayon (16121) was launched by Synesis IT in collaboration with the Directorate of National Consumer Rights Protection (DNCRP). This project ensures consumers across Bangladesh can access their rights. This service facilitates swift responses to consumer concerns, enabling grievance resolution and providing essential information.
Bhokta Batayon Project Synopsis
Introduction to the Project
Bhokta Batayon serves as a centralized platform for handling consumer grievances through an automated complaint management system. With features like CRM, knowledge base integration, and escalation management, it ensures efficient issue resolution and transparency.
Challenges Before Bhokta Batayon
Lack of Accessibility
Consumers previously had to visit the DNCRP office, making the grievance process time-consuming and inefficient.
Consumer Vulnerability
Many individuals were unaware of their rights and lacked a straightforward mechanism to address issues with faulty products or services.
Cumbersome Processes
Filing complaints involved long wait times and multiple visits, discouraging consumers from seeking help.
Solution Overview
Centralized Consumer Helpline
The Bhokta Batayon hotline (16121) provides 24/7 service to address consumer queries and grievances.
Automated Complaint Management
An integrated system logs and tracks every complaint, escalating unresolved issues to the appropriate personnel.
Transparency and Monitoring
All calls are recorded and monitored for quality assurance, ensuring proper grievance handling.
Knowledge Base
A dedicated repository addresses frequently asked questions, streamlining the query resolution process.
Reassurance Mechanism
Follow-up calls to consumers ensure complaints are resolved satisfactorily.
Key Features
Core Functionalities
Automatic Call Distribution
Routes calls to the most suitable agents for faster resolutions.
Skills-Based Routing
Ensures customers are directed to the right experts.
Interactive Voice Response (IVR)
Provides self-service options with multi-level navigation.
Complaint Management System
Tracks and manages grievances efficiently with escalation protocols.
Customer Relationship Management (CRM)
Offers a centralized view of customer histories and interactions.
Call Recording & Monitoring
Ensures quality control and compliance while enabling real-time supervision.
Edit/Correct/Update Management
Obtaining a TIN certificate took a considerable amount of time.
Operational Efficiency
Integrated Workforce Management
Optimizes scheduling and tracks agent performance.
Live Management Dashboard
Provides real-time insights into call center operations.
Outbound Dialer
Facilitates proactive outreach and consumer education.
Web Integration
Supports digital interactions via web portals for seamless experiences.
Reporting & Analytics
Delivers actionable insights on performance, productivity, and satisfaction.
App Integration
Enhances platform functionality with external application support.
Unlimited Queues
Handles high call volumes without service disruptions.
Technology Platform
php
.Net
Asterisk
MySQL
Linux Apache Server
Core Expertise
Contact Center
DevOps
Cyber Security
Data Science and Analytics
Impact
Enhanced Accessibility
Consumers can now file complaints anytime via the hotline, eliminating the need for physical office visits.
Time and Cost Savings
The automated system reduced resolution times from 33 days to a fraction of the time, saving effort and money for consumers.
Widespread Usage
Over 75,671 calls have been logged, including 35,048 complaints and 35,618 queries, showcasing the system's effectiveness.
Increased Awareness
As more consumers learn about the service, the volume of calls continues to grow, reinforcing its importance in protecting consumer rights.
Conclusion
Bhokta Batayon 16121 by Synesis IT has revolutionized consumer rights protection in Bangladesh by providing an accessible and efficient platform for all. With increasing awareness and usage, Bhokta Batayon not only empowers citizens to assert their rights but also contributes to a more transparent and accountable marketplace. As the service continues to grow, it plays a crucial role in advancing Bangladesh’s journey toward becoming a digital nation, ensuring that consumer rights are upheld for all.