DIP Call Center
Synesis IT developed a 24/7 call center for the Department of Immigration & Passports (DIP). This solution streamlined passport-related services by managing inquiries, complaints, and feedback with efficiency and transparency.
Project Synopsis
Introduction to the Project
Synesis IT designed a state-of-the-art call center with a robust infrastructure and advanced systems like CRM, IVR, and ACD. This service handles large volumes of queries daily, ensuring quicker resolution and improved public satisfaction while aligning with the government’s digital transformation goals.
Challenges Before the Project
Rising Volume of Inquiries
The DIP faced over 15,000 calls per day, exceeding the capacity of the existing system।
Inefficient Handling
Long wait times, unresolved complaints, and the absence of a proper escalation system led to public dissatisfaction.
Operational Inefficiencies
Manual processes and lack of real-time monitoring contributed to delays in issue resolution.
Solution Overview
Goal
This 24/7/365 service designed to manage up to 2,500 calls per day with an average resolution time of 5 minutes per call.
Query and Complaint Management
Centralized complaint and inquiry management with built-in escalation for unresolved cases.
Advanced Technology Integration
Features like IVR and ACD ensured efficient call handling, while integration with DIP systems and ministries facilitated seamless communication.
Supervisory Oversight
Real-time statistics and supervision tools allowed for continuous performance monitoring and prompt resolution of complaints.
Key Features
Call Management & System
24/7 Call Center System
Handles up to 2,500 calls daily, with 80% of calls answered in 60 seconds.
Automated Call Distribution
Ensures optimized distribution of calls to available agents.
IVR Systems
Provides automated responses to common inquiries, reducing wait times.
Complaint Management System
Centralized tracking and escalation of complaints for faster resolution.
Infrastructure & Operations
Robust Hardware and Software
Includes servers, firewalls, routers, and workstations to ensure smooth operation.
Real-Time Statistics and Monitoring
Supervisors can oversee live performance to ensure high efficiency.
Integration Capabilities
Seamless connection with DIP’s existing infrastructure, SMS gateways, and other government systems.
Technology Platform
Angular
Java
REST API
MySQL
Core Expertise
Contact Center
DevOps
Cyber Security
Data Science and Analytics
Impact
Improved Efficiency
80% of calls are answered within a minute, with a 5-minute average resolution time. Complaint resolution accuracy has significantly improved.
Reduced In-Person Visits
Citizens no longer need frequent physical visits, saving time and resources for both users and the government.
Enhanced Transparency and Accountability
Real-time monitoring and systematic escalation foster trust and align with the government’s digitalization goals.
Nationwide Accessibility
The call center ensures equal access to passport-related services for citizens across all regions.
Conclusion
The DIP call center project has been a cornerstone in improving public access to passport-related information and services. Through innovative technology and efficient infrastructure, Synesis IT enabled the Department of Immigration & Passports to streamline their customer service operations, furthering the government’s mission of a Digital Bangladesh.