January - March 2013 - National Institute of Rural Development

16 D. Nagayya and P. Tirumala RaoAPPENDIX IIINSIC sets up MSME Info-call Centre at New DelhiThe call centre can be contacted on toll free number 1800-11-1955 which works from8.00 - 22:00 hrs. every day. This centre helps in providing the required information about thevendors and technology suppliers to the potential first generation entrepreneurs and existingsmall enterprises as and when required by them. Salient features of the information centre are:Customer care services and solutions including tele and internet marketing, and infomediaryservices. The centre has the state of the art technology computers and dedicated call centreequipment which are managed by NSIC trained staff conversant with call centre operationsand telemarketing applications. Some of the activities covered by the centre are as follows:* Tracking of all incoming and outgoing calls with date and time* Recording the entire conversation* Tele conferencing* Responding to the queries through Interactive Voice Response System (IVRS)* E-newsletters* E-mail notifications for unattended calls* Voice mails which can be forwarded to mail boxes* Report generation on the basis of different criteria such as pending queries, queriesconcerning relevant schemes, suggestions and complaints* Remote monitoring* Database integrationJournal of Rural Development, Vol. 32, No. 1, January - March : 2013JRD 2 (1)