GEM/2023/SOPs/ EM_CRM /v1.
Escalation Matrix
For
Contact Centre (Helpdesk)
Version 1.2
GEM/2023/SOPs/ EM_CRM /v1.2
GEM/2023/SOPs/ EM_CRM /v1.2
S.No Description Data Values
1 Title Escalation Matrix for Contact Centre (Helpdesk)
2 Drafted by Rahul Singh
3 Reviewed by Puneet Sawhney
4 Approved by Manju Sharma
5 Publisher GeM
6 Target Audience GeM Users
This document covers the escalation matrix with an aim to improve the
7 Brief Description functioning of Helpdesk and ensure timely resolution of issues raised by
users
8 Document Number GEM/2023/SOPs/ EM_CRM /v1.2
9 Total Number of pages 5 (Five)
10 Last Updated 15th May’23
11 Periodicity of Update As Applicable
GEM/2023/SOPs/ EM_CRM /v1.2
GEM/2023/SOPs/ EM_CRM /v1.2
GEM/2023/SOPs/ EM_CRM /v1.2
Contents -
1. Introduction ................................................................................................................................. 4
2. Escalation Matrix for Contact Centre ........................................................................................... 4
2.1 First level of contact: Various Touchpoints …………………………………………………………………4
2.2 Second Level of contact: Escalate the Ticket ……………………………………………………………….5
GEM/2023/SOPs/ EM_CRM /v1.2
GEM/2023/SOPs/ EM_CRM /v1.2
1. Introduction
In our endeavour to continuously augment the services in GeM, with an aim to improve the
functioning of Helpdesk and ensure timely resolution of issues raised by users, GeM Contact
Centre has put in place an Escalation Matrix as mentioned below:
Escalation Matrix for Contact Centre:
Levels Concern Raised To Details
Level-1 Various Touchpoints Voice Inbound/Walk-In/Chat/Ticket via Web /Email
Level-2 Escalate the Ticket Escalate your ticket via Web Portal
2.1 First level of Contact - Various Touchpoints:
The first level of interface for the user to address their issues would be the Helpdesk who would
register the complaint and provide a ticket to the user to help in tracking the issue. The contact
details of first point of Helpdesk are as under:
Raise a Ticket via
Toll Free Numbers Walk-In-Helpdesk Gemmy Chat
Webl/Email
•1800-419-3436 / 1800- •2nd Floor, Jeevan Tara •https://gem.gov.in/gemti •Available at our
102-3436 Building, 5-Sansad Marg, ckets/user_type homepage, left hand side
•9:00 am - 10:00 pm Mon Near Patel Chowk, New •
[email protected] at the bottom -
to Sat Delhi-110001 https://gem.gov.in/)
•9:00 am - 6:00 pm Mon to
Fri
Call Centre/Customer Support: You can contact our Voice toll Free numbers
1800-419-3436 / 1800-102-3436 (9:00 am - 10:00 pm, Mon to Sat), customer
service team will provide online resolution to your queries / complaints.
Walk-In Helpdesk Address: You may also visit our walk-in helpdesk team and
can connect our executive to resolve your queries/concern face to face on below
mentioned address.
2nd Floor, Jeevan Tara Building, 5-Sansad Marg, Near Patel Chowk, New Delhi-
110001 (9:00 am - 6:00 pm Mon to Fri)
Gemmy Chat - User can also chat with our contact centre executive, which is
available at our homepage, left hand side at the bottom https://gem.gov.in/.
GEM/2023/SOPs/ EM_CRM /v1.2
GEM/2023/SOPs/ EM_CRM /v1.2
Website - User can also raise a ticket - https://gem.gov.in/gemtickets/user_type
and contact centre team will revert on the ticket as per the raised concern.
Email: User can also send an email on [email protected] to raise his/her
concern.
2.2 Second Level of contact: Escalate your ticket - Option available on GEM portal: -
If your concern/query is not addressed within the promised timeline or user is
dissatisfied with the response from touchpoints, then user may escalate his/her concern
to second level of contact via escalate option on the portal. As per mandate and
considering the severity of issue, the maximum permissible time for resolving the issues
relating to GeM operations is 16 working hours. In case the issue has not been resolved
by Helpdesk even after 16 working hours, the user may escalate the ticket through
“escalate a ticket” option available on the web portal “raise a ticket”.
It may be noted that the user shall only be able to escalate if the issue is not resolved in
3 days of ticket creation date.
Screenshot of “Escalate you Ticket” below -
GEM/2023/SOPs/ EM_CRM /v1.2
