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CHILDLINE Contact Centre (CCC)​

CHILDLINE India Foundation » CHILDLINE Contact Centre (CCC)​

Daus Nau Aath….! CHILDLINE 1098 service is a 24 hour free emergency phone outreach service for children in need of care and protection and the voice of every distressed child reaches us through the CHILDLINE Contact Centre (CCC). This is the central facility to which all 1098 calls are directed. The modern- day technology of a Call Centre was adopted by CHILDLINE in 2008 to provide a more systematic approach to Call Management and documenting.

CHILDLINE Contact Centre (CCC)

The CHILDLINE Contact Centre (CCC) is a 24 hour voice response facility of CHILDLINE run out of a modern Business Processes Outsourcing facility. CCC answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level. It uses the contemporary technology of a Call Centre. The Telecom & IT technologies are integrated to provide script based voice response to calls on 1098, connect to CHILDLINE Partners to facilitate interventions, record calls, generate database.

Once a call is received at CCC, it is answered by trained CHILDLINE Contact Officer (CCO). If the call resolution can be completed on the phone it becomes a CCC operation. However in calls requiring Direct Intervention, the CCO will capture details and make an outbound call to the Collab Partner (the CHILDLINE Interventions unit) in the city where the call has come from. Then the Collab partner takes over, indicates to the CCC an Estimated Time of Intervention and post intervention reports the complete case details to CCC - this enables the CCC to complete the case documentation. Sometimes the caller speaks in a local dialect. In such cases CCC facilitates and immediate conference call with the local Collab partner.

Since direct interventions calls are under 20% of all CHILDLINE Calls, the CCC frees up the time of CHILDLINE Collab Partner teams for a variety of field work including outreach programmes, networking with resource organisations, sensitization of Allied systems organizations, issue based intervention initiatives, etc.

As part of a modern Call Centre, several operational facilities are available to us. These include: recording of all inbound and outbound calls, enforcing quality standards on call response, barging into live calls by Supervisor, tracking of speed of call response for every CHILDLINE Contact Officer (CCO), tracking the time of day and day of week for all calls to trace busy time zones and busy days for calls, tracking of calls abandoned (abandoned calls are those that fail to reach a CCO and are terminated- either because the line drops or because of other telecom related issues). For cities connected to CCC, the case documentation and call stats reporting is done by CCC. CCC processes include:

  • A comprehensive Call Management system using CRM (Customer Relationship Management) software, with formats for recording details/requirements of callers, with prompting scripts for responding to calls, built in Resource directories for each city.
  • Process to manage interaction with our Intervention Partners.
  • Case documentation process.
  • A floor management process that ensures each language group is present 24 hrs on the floor.
  • A Quality Assurance process that rates the performance of all CHILDLINE Contact Officers (CCOs) on a defined set of parameters and ranks CCOs for performance.
  • Regular training processes covering training on facility, software, voice modulation, Child Rights/Child Protection issues, interaction with Intervention units.

CCC team includes Location Manager, Supervisors, QA Coordinators, Floor Coordinators, CCOs and admin incharges. The team profile is graduates and above – mostly MSW or MA with psychology.

CHILDLINE Contact Centre (CCC)
CCC team in traditional attire during the Diwali celebrations 2013

Current Status:

As of March 2015, CCC units ​serviced over 4 million calls ( 2014-15). CCC at Goregaon (Mumbai), New Town, Rajarhat (Kolkata), Thoraipakkam (Chennai) Kolkata (New Town, Rajarhat), Chennai (Thoraipakkam) have been launched since October 2014.

During this period, CCC migrated to a newer and sophisticated technology that enabled us to set up multi- located CCC covering the entire country; a remote located Primary data centre connected via MPLe located at (Vikhroli) Mumbai,​(Vikhroli) Mumbai, (Goregaon) Mumbai, (Thoraipakkam) Chennai and (Rajarhat) Kolkata​ and serviced 317 cities/districts across India and serviS Cloud Connectivity to each location. A secondary data centre with complete duplication of servers is located at a separate city and is also connected to all locations. CCC uses a customized CRM software, call recording and QA process. The CCC infrastructure has been devised to handle 15 million calls/yr.

CCC operations use multiple PRI – each PRI is 30 telecom lines. Facilities like IVR (Integrated Voice Recording) are available to route calls to agents with specific language/skill set. All locations access recorded calls of each agent for post-call Quality Assurance ranking. The CRM software carries built in scripts in multiple languages and has Resource Directories for each serviced city. The technology allows us to setup call centre facilities at multiple locations, based on call volume growth.

Tata Consultancy Services (TCS), Asia’s largest and the world’s 5th largest IT firm, is the technology partner for CCC. The infrastructure is outsourced to TCS and the process is directly managed by CIF with our own staff.

​CCC is a part of the Communications and Strategic Initiatives department of CIF.