Project StepOne COVID Helpline – A Scalable Healthcare Response
Overview of the Project StepOne COVID Helpline
Client: Project StepOne
The COVID-19 pandemic demanded rapid awareness campaigns, proactive monitoring, and strong support systems to relieve India’s overburdened healthcare infrastructure.
Project StepOne COVID Helpline was a fast-response healthcare initiative designed to meet this need. NoeticMinds Consulting partnered with Project StepOne, an NGO committed to spreading COVID awareness and reducing the transmission of the virus.
Our role was to deploy and manage a scalable, BPO-powered support system that connected patients to first-line healthcare workers and doctors. Leveraging our outbound BPO expertise, we educated patients on COVID isolation protocols, self-assessment methods, and when to seek timely help—through a multilingual, tech-enabled remote workforce.
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NoeticMinds' Role in the Project StepOne COVID Helpline
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 of the Project StepOne COVID Helpline
- ✅ 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.
