1. A CMMI Level 3 & ISO 9001: 2008 Certified Company
KARIBU
( Means Welcome in Swahili – local language of Kenya )
www.technobraingroup.com

2. Global Presence
• 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
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3. Techno Brain Business Units & Offerings
IT Training IT Solutions IT Products BPO / ITES
Career Courses Enterprise Business InspireHRM Technical Support
Certification Programs ICT Consulting MEsure Finance & Accounting
Corporate Training IT Infrastructure SecuRegister Knowledge & Legal
University Programs Identity Management AIRevenue Customer Care
Testing Services Data Warehouse & BI APEX Help Desk / Support
Campus Placements IFMS Order Management
Content Management Web based Services
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4. 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 Children
Less cases resolved
Reach to the vision of Child Line minimal
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5. Child Help Line Solution
Main Databases:
 Child
 Parent
 Caller
 Case
Reference Databases:
 Government Functions
 Police / NGOs
 Community Based Organizations
BUILD Operate Transfer
Create the call centre Design the process flow Train the Child Line Staff
Build by infra-structure, tech capacity & CRM Do required Operational Re-Engineering Mentor & Stabilize Operations
Bring in tech expertise to stabilize Analyze data & report improvement opportunities Transfer knowledge sharing making
Best practice sharing & effective implementation Child Line self sufficient
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6. 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 Children
Attempt to resolve all cases
Aim to attain the vision of Child Line minimal 6

7. 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
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8. SAVE THE CHILD - Model at-a-glance
Data Access thru System
System based Assistance
Single Point of Contact with
Maternal Women
Help Line
Multiple Layers of Human Support Technology to Key Driver - Monitor & Execute Policies
(Inter Communicated Network) assist (Virtual supporter)
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9. SAVE THE CHILD - Call on Emergency – IVR Process
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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10. 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
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11. My motive of being here
 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
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12. Object
 MY LAPTOP ( My knowledge Mentor)
 Creative / Helps you INNOVATE
 Research Oriented
 Doesn’t complaint when you stretch
 More specially “Why are I here” ???????
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