Haloocom is proud to be the Communication Partners for the World Education. World Education has changed Lives through education for half a million children and adults in 20 countries.
Founded in 1951, World Education has been on a mission to improve the well-being of millions of orphans, vulnerable children and their families affected by HIV, AIDS & Poverty.
Objective:
World Education of Ghana wanted to establish a dedicated Inbound Helpline that offers instant help to any individual in distress. All types of distressed individuals should be able to reach out to the 24×7 helpline & register their concerns right from bullying, forced Marriage, forced or Child labor to poverty, and this should allow the concerned representatives to quickly initiate relief steps.
Solution:
Haloocom offered its Connect + CRM solution with inbuilt Telephony capabilities. A 24×7 Toll-Free helpline was set up, advisors with strong training were given credentials to access the Connect+ CRM that had all the data points, history of a caller.
Based on the call type, Advisor was able to:
Categorize the Nature of Call under multiple types like – Bullying, Forced Marriage, Child Labor, Forced Labor & many more. The background of the caller was captured in the form of a Child bride, Teenage mother, Living with disabilities & many more. Type of Perpetrator was also captured, for the advisor to decide on the next course of action, including intervention from the Law & Order authorities.
Results:
- 24×7 Helpline with 100% connectivity under 120 seconds.
- 100% Audit Log with Data – all in one place.
- Documents.
- Follow-up actions and Follow-up reminders.
- Historical data.
- 100% Call Recording for Audit Purpose.
- Each Call was categorized under Safe or Not Safe.
- Dynamic Escalations for Not Safe Instances for quicker resolution. SMS integration.
- Real-Time Reports with Tracking until an instance is marked as Safe & the case is closed.
- Integration with external applications for real-time notifications for instances that needs urgent attention.
It is great to see the accomplishments of this body & be a part of an ever-evolving mission. If World Education is a tree, with branches currently reaching out all over the world, then its root, buried deep in the soil of Lucknow, India, is Literacy House.
