Complaint registration by phone, with a case file at the end of it
Some desks take complaints, not bookings. VokaLQ answers those calls, asks until it has the details that make a complaint actionable, and registers each one as a case: a category, a place, a description in the caller’s own words, and a stage your staff move it through. What the office gets is a board it can work and a report it can count, instead of a notebook.
In short
- Each call is registered as a case: complainant, place, category, priority and a full description.
- Six stages from new to resolved, with an append-only follow-up trail underneath.
- The agent does not read out a reference number and does not promise a callback — the desk decides both.
- Works in Malayalam as well as English, and the board carries both labels.
- Exports to CSV, and reports on what came in, what closed and how long it took.
caller ഒരു പരാതി പറയാനാ. ഓഫീസിൽ പലവട്ടം വന്നിട്ടും ഒന്നും ആയില്ല.
vokalq പറയൂ, ഞാൻ വിശദമായി എഴുതിയെടുക്കാം. ഏത് സ്ഥലത്തെ കാര്യമാണ്, പേര് പറയാമോ?
caller സുനിത. ഞങ്ങളുടെ വാർഡിലെ കാര്യമാണ് — അപേക്ഷ കൊടുത്തിട്ട് മൂന്ന് മാസമായി, ഒരു മറുപടിയുമില്ല.
- Case
- Registered · #0142
- Stage
- New
- Category
- From the office’s own list
- Priority
- Normal
- Attached
- Recording + transcript
No reference number read out and no callback promised. The desk decides both.
A complaint in a notebook cannot be counted
The usual system is a diary by the phone, a few WhatsApp messages and somebody’s memory. It works until the person who took the call is on leave, or until somebody asks how many complaints came in last month and how many were resolved, and there is no way to answer that is not a guess.
The complaints themselves are rarely the problem. The problem is that nothing about them is written in a shape anybody can filter, assign, chase or report on.
| Can you filter it | Can you report on it | Survives staff changes | |
|---|---|---|---|
| A diary by the phone | No | By counting pages | Only if the handwriting does |
| WhatsApp messages | By scrolling | No | On one person’s phone |
| A spreadsheet | Yes | If somebody maintains it | Until two people edit it |
| VokaLQ complaints board | By stage, category and place | Registered, closed, days to close | Append-only trail per case |
What gets registered on the call
The agent does not register a one-line complaint. It asks follow-up questions until it has who is complaining, where the matter is, and a description with enough detail for a staff member to act on without ringing back to ask what was meant. Something urgent is marked urgent.
Then it writes the case. It does not read a reference number back to the caller and it does not promise that somebody will ring them, because both of those are decisions the office makes, not the phone line — and a promise made by an agent that the desk did not agree to is worse than no promise.
- Who called, and the number to reach them on.
- Where the matter is, in the terms the office routes by.
- What the complaint is, in the caller’s own words rather than as a summary.
- A category from the office’s own list, and an urgent flag when it applies.
- The call it came from, with the recording and the transcript attached to the case.
Working the board
Every case moves through six stages — new, verified, forwarded, in progress, resolved, rejected — and the stage is the answer to the only question a citizen ever asks, which is where their complaint has reached.
Under each case is an append-only trail: who did what, when, and what they found. It is deliberately not editable, because the value of a case history is that it survives the person who wrote it.
The board exports to CSV and reports on itself — what came in, what closed, how long the closed ones took. That is the monthly report, produced rather than assembled.
What it is set up for, and what it is not
This module was built first for public service desks handling land and revenue complaints, where a complaint has to be routed by district, taluk and village and the categories are fixed by the domain rather than invented per call. The fields the agent asks for and the category list it chooses from are configured per office when it is set up, not typed freely on the call.
It is not a general IT helpdesk with SLAs, ticket queues and escalation timers, and it does not decide whether a complaint has merit. It registers, routes and tracks. The judgement stays with the office, which is where the people who can actually fix things sit.
Speaks English · Malayalam · Tamil · Hindi · Arabic · plans from ₹5,499/month