NGO Support - COVID helpline for Project StepOne
Client: Project StepOne
The COVID-19 pandemic required heightened awareness campaigns, monitoring and support for the already overburdened healthcare system.
Our client https://projectstepone.org/, an NGO with a primary focus on creating COVID awareness and curtaining the spread of the pandemic, hired us to deploy and support the 1st line healthcare workers and doctors. The goal was to utilize our outbound BPO experience and educate patients on the protocol of COVID isolation, self assessment and timely reach out to help.
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Our approach
In the midst of the lockdowns, we started with hiring individuals who were trainable, had the essential skills and ready to work in shifts. We next identified the technology and software to enable these workers to operate from home with selective access to patient records and calling data. Having set up a cloud based dialer & CRM, the client worked hand-in-hand to set up the best practices for the process.
A sample run with 15 tele-advisors was run for 3 weeks for the BMC (the Brihanmumbai Municipal Corporation) and having delivered on the required SLAs successfully, we were requested to scale the operations immediately.
Our approach has always been to provide opportunities to the deserving & qualified tier-3 and 4 aspirants. With job losses, employers not having paid wages for weeks, there were 100s of applicants. Our expertise in hiring sales and support professionals and the apt use of technology solved the challenge of scale, which led to us providing COVID support helpline for Haryana, Chandigarh, Pune and finally Bengaluru.
RESULTS
- ✅ At the peak of the pandemic, we were able to support more than 1000 cases per day.
- ✅ All updates on call handling, patient interaction was provided via the FreshDesk CRM.
- ✅ Call handling with multi-lingual support (Kannada, Marathi, Hindi, English, Punjabi) was enabled by utilizing Exotel cloud telephony with the CRM integration.
