Telephone counselling continues to save millions of lives across the world. Easy accessibility is one of the reasons that most distressed individuals reach out to counsellors in this manner. Reaching out for help face-to-face becomes very difficult for people undergoing emotional trauma or physical or verbal abuse.
It thus becomes very important for organizations to make their telephony services very accessible and responsive when they receive distress calls. When it comes to handling such sensitive situations, each second counts. A matter of few seconds can be the difference between life and death.
Hence charitable institutes such as iCALL Psychosocial Helpline, which is a field action project of the Tata Institute of Social Sciences (TISS), have decided to adopt our solution – Intalk.io Call Center Software for Non Profit Organizations – to make sure that there are no compromises in the communication between the callers and their counsellors.
Features that can help you better respond to your callers
Call Flow Scripts – Call Center Software for NGOs
Handling a situation where a person has been through physical, verbal or emotional abuse can be quite confusing and overwhelming at times. If not dealt with the right approach, the conversation can turn out to be counterproductive. Intalk.io Call Center Software for Non Profit Organizations empowers a counsellor with a call flow script, helping a counsellor to have the right approach while addressing to a distressed call.
Multi-Channel Integration – Call Center Software for NGOs
Intalk.io Call Center Software for Non Profit Organizations streamlines conversations on Facebook, Twitter, Whatsapp, emails, SMS and calls to enable the counsellors to connect to the distressed individual in the most efficient manner. When it comes to handling a sensitive situation, the quicker you respond, the better. Having Intalk.io Call Center Software for Non Profit Organizations will significantly reduce the time that it takes to connect to a counsellor through social media, SMS and emails.
Whenever an individual tries to connect to a counsellor on Facebook or Twitter, the counsellor doesn’t have to check Facebook, Whatsapp, Twitter, SMS and emails separately, but all the queries and issues get redirected to Intalk.io Call Center Software for Non Profit Organizations.
Bolstering the Caller-Counsellor Relationship – Call Center Software for NGOs
While discussing a sensitive situation, it is best that an individual is connected to the same counsellor each time he calls. This will help the individual to have a better connection with the counsellor and makes him feel more comfortable with each progressing conversation. Intalk.io Call Center Software for Non Profit Organizations connects a caller to the same counsellor each time he calls.
Capturing the Feedback of Callers – Call Center Software for NGOs
Feedback is very valuable. The feedback given by your callers can help you improve your services and give your counsellors insight on how to better handle distress calls. Intalk.io Call Center Software for Non Profit Organizations gives the callers an option to leave feedback on the quality of the call.
An Intelligent IVR – Call Center Software for NGOs
Minimize the time that it takes to connect callers to your counsellors with intelligent call routing. Intalk.io Call Center Software for Non Profit Organizations helps resolve trivial matters without connecting it to a counsellor and intelligently routes distress calls to the right counsellor.
Our Success Stories
Years Of Management
Handled / Day
Our Recognitions in the CX Arena
ChannelWorld Premier 100 Awards & Symposium 2017
Honorable Mention at CIOReviewIndia, June 2019