The Indian railways national enquiry number 139 has received a total of 120 crore calls from railways passengers since its inception in July 2007 The number 139 received highest around 29.20 crore phone calls last year, coming around to an average of around 8 lakh calls per day, while its SMS service received around 7.50 crore text messages during last year, clocking around 2 lakh SMSes per day. The national enquiry number handles the call rush from its four call centres set up in Kolkata, Ahmedabad, Noida, and Mysore, representing all four regions of north south east and west of the country. The service providers have set up data centers at Kolkata, Mumbai, Delhi and Chennai to provide technical support to its call centres .
A call centre executive is made available to the callers in an average time of 30 seconds and additional call centres executives are deployed to handle traffic rush of holidays and festival season in respective call centers. The service receives a majority of the calls between 0900 hrs and 2100 hrs, out of which maximum calls are received during peak hours between 1400 hrs and 2000 hrs. Most of the passengers seek information on PNR status through phone on IVRS and around 62 per cent seek information about the confirmation of their seats, while around 24 per cent passengers look out for information about the arrival and departure of the trains.
The remaining 14 per cent seek information about accommodation and fare. However, passengers using SMS seek more detailed information on an array of topics.
A majority of around 86 per cent passengers using SMS mode and seek information about PNR status to know about the confirmation of their berths. The passengers also seek information about arrival-departure, accommodation,fare enquiry, help message ,train number, time table, spot train, platform enquiry.
It has also been noticed that a record number of around five per cent passengers send wrong SMSes.
The national enquiry number 139 gets around 10,000 wrong SMSes per day and most of the SMS senders do not know how to write SMS using proper syntax for getting information. The national enquiry number sends corrects syntaxes for all type of enquiry on sending a help message to 139 . The national enquiry service provides information in Hindi, English, Punjabi, Marathi, Gujarati, Kannada, Malayalam, Tamil, Telugu, Bengali, Oriya and Assamese but the two main language speakers of English and Hindi dominate the utilisation of this service The national enquiry service 139 is maximum used by Hindi-speaking north Indian states of Uttar Pradesh, Bihar, Rajasthan, Haryana, Madhya Pradesh, Jharkhand and others, which contribute to around 75 per cent of the total calls or SMSes sent to the call centres while English(16 per cent) remains the second preferred language for the railways commuters for seeking information. Punjabi, Kannada, Malayalam, Bengali, Oriya, and Assamese each contribute less than one per cent of the call volumes, while Marathi, Gujarati, Tamil, Telugu each contributes less than two per cent of the call volume. UNI RL SV 1100 NNNN