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Haloocom is privileged to be the Communication partner for a NGO – BONELA. NGO’s plays an important role in helping out the common man with their rightful demands and also try to help needy people in every possible way. Non – Governmental Organization were there since 18th century and estimated about 1083 NGO’s by 1914.

One of those NGO’s is the Botswana Network on Ethics, Law and HIV/AIDS. They  committed to integrating an ethical, legal and human rights approach into Botswana’s response to the HIV/AIDS epidemic. The idea for BONELA was launched as a component of the Shared Rights, Shared Responsibilities Project in September 1995 and registered under the Societies Act in early 2002.

BONELA is governed by a Board, elected every two years and reflecting a range of professional experience. The daily work of BONELA is carried out by its full-time staff. With a non-profit mandate, BONELA primarily receives financial assistance from local and International donor organisations but also raises funds through the sale of publications, other activities, and the support of individuals and members.

OBJECTIVE:

BONELA Network aims at ensuring protection, promotion, and fulfillment of the right to health in Botswana. As a result of that, a dedicated Inbound and Outbound helpline for the people with health issues can reach them. They mainly focused on populations who are:

⚈ Lesbian, Gay, Bisexual, Transgendered and Intersex (LGBTI) people,

⚈ Sex Workers (SW)

⚈ People Living with HIV (PLHIV)

⚈ Children

⚈ Prisoners

⚈ Mineworkers

⚈ People with Disabilities (PWD)

 

SOLUTION:

Haloocom offered its Connect Contact Center Solution with inbuilt Telephony capabilities. The toll-Free helpline was set up. The background of the caller was captured in the form of People Living with HIV, people with disabilities, children, Sex Workers, and many more. According to the caller’s issues, the agent decides the next course of action by giving a solution in the call or by giving the call back later.

RESULT:

⚈ Incoming Call – People in need can dial the Toll-Free Emergency number, which gets connected to a Live Agent in less than 30 seconds.

⚈ Outgoing Call – The agent can call back to the customers according to the remarks updated
in the CRM.

⚈ IVR –Haloocom designed an IVR with an Auto Voice Bot that captures human voice &
executes the instructions.

⚈ Robo Calling Millions of numbers were automatically dialed out via Haloocom with
Voice File message played to subscribers, no manual intervention.

⚈ Real-Time Report – Customer was able to get complete details of agents’ call activity
and performance in realtime. Could also monitor the real-time dashboard where you can
see whether the agents are in the call, disposition, paused, or in the break will get to know through the real-time dashboard.

⚈ Call Recording – the conversation between the agent and the customer was recorded
100%, for quality & audit purpose.It is great to be a part of BONELA, which is striving hard to protect people from severe health issues.

Alone, we don’t make much of a difference, but together, we are strong to face any problem.

Listen to that little voice inside your head, make a small contribution towards a good cause.

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