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Process:

Step-1 When a caller would call to the helpline system then he/she would be greeted with a welcome message and allowed to choose the desired language. On selection of a particular language the entire call flow would be displayed to the caller in the same language.

Step-2 Afterwards the caller would be allowed the choose the following option as "Dial 1 for information services, dial 2 for registration services, dial 3 for member coun seling,dial 4 for grievance handling, dial 5 for performance guidelines".

Step-3 If caller would choose the 1st option as "Dial 1 for information services" then he/she would be allowed to choose the following option as "Press 1 for A Information Services, Press 2 for B Information Services, Press 3 for C Services". On selection of desired option IVR system would play the respective information. Afterwards the caller would be allowed to choose the option as "If you Are satisfied with the provided information then press 1 else press 2 to talk to counselor". If caller would choose the 1st option then call would be hang-up and if caller would choose the 2nd option then call would be connected to the counselor.

Step-4 If caller would choose the 2nd option as "dial 2 for registration services". Then the caller would be allowed to enter the numeric code and mobile number. Afterwards on valid inputs the caller would be registered and a registration number would be played to them.

Step-5 If caller would choose the 3rd option as "dial 3 for member counseling" then he/she would be allowed to choose further options as "Press 1 for A-Related Counseling, Press 2 for B-Related Counseling, Press3 for C-related Counseling, Press 4 to check the status of your query". On selection of desired option the respective information would be played to them. Further caller would be allowed to choose one options as "if you Are Satisfied with the provided information then press 1 Else Press 2 to talk to Counselor". If caller would choose the 1st option the call would be hanged-up and if caller would choose the 2nd option them caller would be allowed to record their query and respectively the token number would be given to the caller for the same. If caller would choose the 4th option to check the status of the query then he/she would be allowed to enter their token number and respectively the status would be confirmed to them.

Step-6 If caller would choose the 4th option as "Dial 4 for grievance" then he/she would be allowed to choose the further options as " Press 1 for A-Related Grievance, Press 2 for B-Related Grievance, Press 3 for C-related Grievance, Press 4 to check the status of your Complaint.

On selection of desired option as 1st, 2nd and 3rd the respective grievance information would be played to the caller. Further caller would be allowed to choose one options as "if you Are Satisfied with the provided information then press 1 Else Press 2 to talk to Counselor". If caller would choose the 1st option the call would be hanged-up and if caller would choose the 2nd option them caller would be allowed to record their complaint and respectively the complaint number would be given to the caller for the same. If caller would choose the 4th option to check the status of the complaint then he/she would be allowed to enter their complaint number and respectively the complaint status would be played to them.

Step-7 If caller would choose the 5th option for performance Guidelines then IVR helpline system would play the respective information.

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