Date post: | 16-May-2015 |
Category: |
Technology |
Upload: | thomas-mueller |
View: | 751 times |
Download: | 1 times |
KARIBU( Means Welcome in Swahili – local language of Kenya )
A CMMI Level 3 & ISO 9001: 2008 Certified Company
www.technobraingroup.com
Global Presence
2
• More than 900 employees in Africa and 150 in India across 3 verticals of Business
• One of the major African Software Company catering to Products / Services for the public sector
Techno Brain Business Units & Offerings
3
Technical Support
Finance &
Accounting
Knowledge & Legal
Customer Care
Help Desk /
Support
Order
Management
Web based
Services
BPO / ITESIT Training
Career Courses
Certification
Programs
Corporate Training
University
Programs
Testing Services
Campus
Placements
Content
Management
Enterprise
Business
ICT Consulting
IT Infrastructure
Identity
Management
Data Warehouse &
BI
IT Solutions
InspireHRM
MEsure
SecuRegister
AIRevenue
APEX
IFMS
IT Products
4
An African Child Help Line Experience
BEFORE THE ICT UPGRADE
Calls received - Close to 30,000 Current Calls handled - Less than 5000 Resolved Cases - Less than 2 %of calls
received Not Attended - 77% of the calls
Network Connectivity - Extremely Low Data Management - Not formalized
CRM - Self built one sheeter Report generation - Minimal
Computers - Less than 5 for operations Phones - Hard phones Servers - 1 Computer Intranet - Not available QA Monitoring - Nil
Less help / guidance delivered to the ChildrenLess cases resolved
Reach to the vision of Child Line minimal
5
Child Help Line Solution
Main Databases: Child Parent Caller Case
Reference Databases:
Government Functions Police / NGOs Community Based Organizations
BUILD
Create the call centre Build by infra-structure, tech capacity & CRMBring in tech expertise to stabilize
Operate
Design the process flowDo required Operational Re-Engineering
Analyze data & report improvement opportunitiesBest practice sharing & effective implementation
Transfer
Train the Child Line StaffMentor & Stabilize OperationsTransfer knowledge sharing making Child Line self sufficient
6
The CHANGE
AFTER THE ICT UPGRADE
Calls received - Close to 30,000 Calls To be handled - All Calls Resolved Cases - 90% of cases opened Not Attended - Less than 2% due to
Abandons
Network Connectivity - High ( Fiber Connected) Data Management - Formalized with
Knowledge Base
CRM - Robust case based Report generation - More than 60
customized reports
Computers - 30 systems Phones - SIP enabled VOIP Phones Call Recordings - 100% calls recorded Servers - 1 HP high end server Intranet - Available QA Monitoring - Separate Intranet Portal
100% reach to the call centre for every child Accurate help / guidance provided to the ChildrenAttempt to resolve all cases Aim to attain the vision of Child Line minimal
7
Child Help Line Solution - Advantages
High end CRM with step by step process flow followed
details (customized for Child Help Lines)
Integrated Case Management System for
Help Line (Voice)
Text Support
Chat Support
Automatic Caller Identification, Recording of calls &
Historic data linking
Reference Database for quick help
Supervisor “Inbox” Management like Outlook
Daily attendance tracking system thru CRM for all staff
Real Time Reporting with infinite Reports
Robust Quality Management System with Offline
Streaming
Hand holding on Operations for a year
VOIP enabled technology with low cost investments
SAVE THE CHILD - Model at-a-glance
8
Data Access thru System
Single Point of Contact with Maternal Women
System based Assistance
Multiple Layers of Human Support (Inter Communicated Network)
Technology to assist
Key Driver - Monitor & Execute Policies(Virtual supporter)
Help Line
SAVE THE CHILD - Call on Emergency – IVR Process
9
Emergency
Multiple Layers of Human Support (Inter Communicated Network)
Can be a separate Database connected to
a NEW TOOL like Google MAP IDENTIFIER (a product)
Data Collection of Contacts to be helped by Government Depts Tools to include option to change contact details by
ADMINISTRATOR (or) BACKEND Team Users / Contacts can send email request for data change
10
Some of our Work Child Help Line in Africa
Kenya
Child Help Line Solution Executed as CSR
Project Completed – In execution for more than 1 year now
Kenya – Ministry of Gender & Women
Development of Child Protection Case Management Database & Management
Information System
Project Completed – Phase 2 request in progress with ministry / UNICEF
Zambia
Child Help Line Solution Executed
Project Completed – In execution for more than 3 Months now
Ethiopia
Consultancy on setting up the Go To Citizen engagement on Child, Women &
Youth Help Line System
Project in Discussion phase at the below countries :
Guinea Conakry / Senegal / Ghana / Zimbabwe / Uganda / Malawi
My motive of being here
11
Contribute through my experience to the African Help Lines
Share my experience / knowledge on effectively running Help Line programs. Experience in IT Solutions
Learn from the experts on “What’s new”
Find out how Techno Brain can help CHI / Other Helplines in scaling up
Object
12
MY LAPTOP ( My knowledge Mentor)
Creative / Helps you INNOVATE
Research Oriented
Doesn’t complaint when you stretch
More specially “Why are I here” ???????
Asante(Means thank you in Swahili)