Railway Enquiry No 139 receives record 120 crore calls in 6 years

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

— (UNI) — 28DI9.xml

Published in: on April 28, 2013 at 12:48 pm  Comments (1)  
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Now, dial 139 for info on suburban trains

Now, you can check the status of a suburban train service with a phone call. The Central Railway (CR) has tied up with the Indian Rail Catering and Tourism Corporation (IRCTC) to start a control room that would give necessary information on the suburban trains to commuters.

“Commuters can now dial 139 and check the status of suburban trains running on the Central Railway. It has specially been designed for the monsoon so that commuters can know the status of the trains and plan their journey accordingly,” said Shriniwas Mudgerikar, chief spokesperson, CR. “This is a pilot project and it would be continued till the end of September. Thereafter, we will review the project and take a decision accordingly,” Mudgerikar said.

The 139-helpline service, which is managed by the IRCTC, was used for checking the PNR status, arrival and departure of long distance trains until now. This would be the first time that this helpline service would be used for checking info on suburban train services.


Dial 139 to order food

If the Indian Railway Catering and Tourism Corporation Limited (IRCTC) has its way, soon passengers will be able to place meal orders before boarding long distance trains. The service, to be introduced initially in trains to and from the metros, can be availed through the toll-free number of 139, with passengers being given the option to choose from a menu ranging from Indian to Chinese and Continental.

“In an attempt to minimise complaints from the passengers, the IRCTC has submitted this unique proposal to the Railway board. Once this is implemented, it is expected to bring a revolutionary change in catering services on trains across the country,” said Group General Manager (Catering), North Zone, Aneet Dulat.

Taking a cue from her predecessor, Railway Minister Mamata Banerjee has taken all possible measures to appease the taste buds of a diverse population. She has not only customised menus by adding the popular local delicacies, including machher-jhol and sandesh for passengers travelling to West Bengal, dhokla and khaman on Mumbai trains, and avial for Southern trains, but also given a wider variety for the passengers to choose from. The new menu, with added options, has come into effect from the first week of June.


Get PNR status of rail ticket via SMS

LUCKNOW: Hung up on the line to enquire about your PNR status? Do not crib. 139 has an SMS-way out. The call centre service of railways that came into existence about two years back has become a little more friendlier.

Sources in Indian Railway Catering and Tourism Corporation (IRCTC) confirmed that sms service on 139 has become functional. Currently, it can be used only for enquiry of PNR status of passenger’s ticket.

Write — PNR (give space)(type PNR number) — and SMS to 139. The message will be delivered within no time. Since it is not a toll free service you might have to pay Rs 3 per SMS. “The service has just been started,” said sources.

The plan to transfer array of services provided by IRCTC on mobile phones through wide network of service providers had been in the offing since long. This time around, sms can be sent from any of the service providers except two. And most probably, it is BSNL and Reliance that are not providing the facility to its users.

The all Indian enquiry 139 already provides information about PNR status, arrival/departure of trains, seat availability and fare/accommodation when passengers call on it. For further queries, passenger can press a star and talk to the customer care executive as well.

Though BSNL, MTNL, Vodafone and Airtel users can connect to this number for information, sources added that sms service might not be available on all of them. Just as calling up on 139 is not free of cost service similarly sms service is also not a toll-free one.

Passengers can use it to confirm the PNR status after the information has been fed into the reservation chart which is usually an hour before the train departure. Since the service is a new one it might make passengers face some initial hiccups like time taken in providing PNR information.

On the other hand, Lucknowites will have to wait for booking a taxi through 139. Lucknow station was supposed to be one of the several stations where IRCTC was said to extend this service soon. However, regional office does not have any information on that.

“I am not aware of any such thing planned for Lucknow,” said K M Tripathi, chief regional manager, IRCTC, Lucknow. On the sms service, he agreed there was a plan to start the service soon.