Child Helpline Kenya

Techno Brain entered into partnership with Childline Kenya, a National Non-Governmental Organization that 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 partnership, which doubles as an initiative towards Corporate Social Responsibility, gave Techno Brain BPO ITES division the task of upgrading the existing Childline Kenya’s Call Centre Infrastructure with the support of Rockfeller Foundation.

“National Child helpline 116” is the core program of Childline Kenya. 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. more