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“National Child helpline 116”, the core program of Childline Kenya, a National Non-Governmental Organization, was launched with an objective to address child abuse related calls, child protection issues and help the children to grow in a safe and non-threatening environment. The increasing demand for the 24 hours helpline service led to a congestion of the line because of which though the number of abuse related calls received per month were around 40,000, only 5000 of the calls were handled resulting in 77% of calls dropping. Added to this were the low network connectivity, minimal report generation and inadequate infrastructure at the centre.
As a Corporate Social Responsibility initiative, Techno Brain BPO ITES Ltd realized the need for upgrading Childline Kenya’s Helpline Call Centre. With its expertise in providing innovative IT solutions and funding from Rockfeller Foundation, Techno Brain BPO ITES division analyzed the existing Childline Kenya’s helpline call centre and suggested for an upgraded infrastructure solution. Techno Brain BPO ITES division designed and implemented an upgraded ICT solution for Childline Kenya in a customized Build, Operate & Transfer (BOT) Model. In this BOT model, the infrastructure is set up, processes are followed and resources are trained to monitor & assist the upgraded call centre to International standards.
After the ICT upgrade, the performance of the helpline centre has been increased to a considerable level, where all the calls are being handled and the call abandon rate has been decreased to less than 1%. This centre now has all advanced facilities including high network connectivity, a robust customer relations management database and upgraded hardware.
Munjal Shah, General Manager, Techno Brain BPO ITES Ltd, said, “We are very happy to be a part of this social cause. Our solution has helped Childline Kenya to attend and resolve maximum number of child abuse cases in Kenya. In future also, we would like to work on such challenging social causes and create a difference in this world.”
The BOT model has also benefitted Childline Kenya in terms of robust technology, building automatic attendance portals, intranet portal for knowledge base and a robust customized CRM designed with a plug & play technology that can be used from around any part of the world for any Children’s Help.
About Childline Kenya
Childline Kenya is a National Non-Governmental Organization working to promote child rights and a culture of child protection in Kenya. The organization achieves this through activities like National Child Helpline 116, a 24 hours national & emergency helpline for children and young people in difficult situations to access essential services such as trauma counseling, medical services & legal services; Public education programs on child rights & child protection and Involvement in research, advocacy and documentation.
For more information visit: http://www.childlinekenya.co.ke/
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About Techno Brain
Techno Brain, established in 1997, is committed to deliver innovative IT Solutions,BPO/
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