KARIBU( Means Welcome in Swahili – local language of Kenya )

A CMMI Level 3 & ISO 9001: 2008 Certified Company

www.technobraingroup.com

Global Presence

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• 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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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)