Citizen Contact Centre (CCC) was conceived and inaugurated in 2015 as a single point of all the communication needs of the citizens of Punjab. It serves as the central nexus of communication flow and provides call center solutions to the government departments in Punjab. It is also the first government-to-citizen (G2C) contact center in Punjab that manages multiple forms of communication media. The team at the CCC is eminently qualified, experienced, and dedicated to provide their clients with the best customer service possible. Whether it is a complaint, inquiry, or a suggestion related to public service, citizens can approach the CCC without hesitation for all their communication needs and expect to have a thoroughly pleasant service experience that emphasizes customer satisfaction first and foremost.
The CCC is a multi-channel communication platform that includes services such as:
- Inbound/outbound calls helpline/complaint line with IVR facility
- Outbound survey calls facility
- SMS/MMS query and broadcasting service (text and/or voice)
- Pre-recorded calls/robocalls with response capture facility
The CCC is currently managing 30+ active public campaigns through its helplines, survey lines, and complaint lines with more on the way as new agreements are made with various government departments. Offered services include the Online College Admissions System Helpline (OCAS), the Excise and Taxation Helpline, the Metro Bus Service Line, and the Punjab Health Line among others. CCC is also managing the national Hajj campaign where pilgrims and their relatives can inquire about various aspects of the Hajj services. Another high-priority campaign at the CCC is a whistleblower campaign on counterfeit drugs. Future possibilities and prospects include social media interaction and web chats while maintaining the highest quality and standards of procedure that our customers have come to expect from the CCC.
Performance from November 2015 till June 2021
|Total Active Campaigns as of April, 2021||28|
|Total Calls andled as of April, 2021||5.2 million|
|Total Calls Dialed as of April, 2021||5.2 million|
|Average Service Level as of April, 2021||90%|
|Outbound SMS as of June 1st, 2021||555769|
|Outbound 2 way-SMS as of June 1st, 2021||1037484|
|Robocalls as of June 1st, 2021||15 million|