I have got a chance a audio file which reflects there is an immediate need of training to counselors/advisors. The sooner it is done the better it is. I have few suggestions out of my experience in running a consumer helpline:
1. The name of the advisor/executive need to be disclosed to the caller as it generates more confidence.
2. All calls need to be registered and a unique complaint number be shared with the caller.
3. The executive attending the call should not be given any authority to decide whether the call is a complaint or not.
More suggestions as and when come.
The link of the youtube where the said recording is uploaded is : https://www.youtube.com/watch?v=-rHYPkfGtgQ&sns=fb more