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News : Cloud Over Child Helpline 1098 as Government Mulls Merging It with National Emergency Helpline 112


New Delhi, India, Apr, 2022 -- Childline 1098 is the country’s only dedicated helpline number for children and the entire child rights sector relies on it to provide assistance to them, but today a cloud hangs over its future as the government plans to merge it with national emergency helpline 112.

Childline 1098 is a 24x7 emergency, free phone outreach for children in distress. It is one of the world’s biggest emergency helpline service dedicated for children, and is considered to be among the country’s largest emergency response systems with 50 lakh calls received annually. But civil society organisations are worried about its future after the government in its recent draft guidelines for Mission Vatsalya scheme for child protection services said the Childline will be "integrated" with the universal emergency helpline 112 of the Ministry of Home Affairs that also provides assistance with services related to police, health and women’s safety.

The draft guidelines of the Ministry of Women and Child Development say the detailed Standard Operation Procedure on the helpline will be issued separately. Last year, Minister for Women and Child Development Smriti Irani said the administrative control of Childline 1098 will be transferred from her Ministry to the Ministry of Home Affairs so that police personnel, and not social workers, answer the calls made to 1098. Senior officials of the Ministry said this was being done to ensure that the States are the interface for complaints from children as well as for "data sensitivity".

"There is probably a plan to divert calls made to 1098 to 112, but why is this extra layer needed when 1098 is operating very well. Moreover, Childline’s work not only involves rescuing children but also counselling them, identifying what is bothering them and then finding solutions to those problems. For instance, during the pandemic we received calls from poor parents who said they didn’t have resources to look after their children and wanted to put them in a shelter. So, we supported them by linking them with different government schemes so that their children were not abandoned," says Rita Panicker, Director of Butterflies — a Delhi–based NGO that is among Childline’s many collaboration partners which provide emergency intervention on the ground after a call is made to the helpline.

Childline 1098 is run by a private trust called Childline India Foundation, which receives funding from the Ministry of Women and Child Development under the Integrated Child Protection Scheme, which is now part of Mission Vatsalya. It started as a project at the Tata Institute of Social Sciences by its professor Jeroo Billimoria in June 1996. Today, it has six call centres in five cities and is available to children in 598 districts across 35 States and Union Territories through a network of 1074 intervention units, which include help desks at 141 railway stations and five bus terminals.

Interventions related to law and order issues are only a fraction of cases Childline deals with. It is infact a one–stop for different kinds of problems children might face, from family discord, food shortage, medical assistance, help with enrolment in schools, etc.

According to Childline’s annual report for 2021–2022, of the 50 lakh calls received in the entire year, 1.04 lakh calls were about sexual abuse and 18,000 about missing children, while nearly 1.6 lakh calls sought information about and referral to various services. The helpline also fielded 1.59 lakh calls related to Covid–19, where parents inquired about vaccinations for children or kids sought help to return home when lockdowns forced many to migrate from big cities to their villages.

Of the total intervention cases in 2019-2020, 57% were for calls made directly to 1098, while 33% were those that were identified during outreach activities and then routed through the helpline underlining the role of awareness campaigns, street plays and Open House sessions conducted with children in delivering protection services to them.

Half the calls to the helpline are also silent calls when children are too scared or traumatised to speak up. Social workers slowly build confidence and only after many such silent calls do children open up which is why social workers say transferring 1098 to 112 may result in a drop in reporting of crimes and other cases by children. "Police are trained to interrogate, but they don’t have the training to deal with such calls. They are also over–worked and stretched," says Ms. Panicker.

Childline also works closely with and supports police and district teams by interviewing children in distress, helping them in filing FIRs, accompanying them during medical examinations, taking them to Child Welfare Committees where they have to be produced as per law, and by linking them with shelters, explains Dr P N Mishra, Executive Council member, Salaam Baalak Trust.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Select The Right Application

Read today's tip or listen to it on podcast.

Published: Thursday, April 21, 2022

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2023 Buyers Guide Remote Agent Solutions


Making sure agents can work remotely isn’t a problem with Branches. The system shows accurate information, real-time. No fear of missing out on important updates anymore.


Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

Big Outsource

Our spectrum of outsourcing services in the various disciplines includes creatives, technical support, and information technology. The non-core side of outsourcing that we offer starts with giving you the ability to hire local talent or a team who will comprise your own back-office support, marketing, sales, and even call center support. Right now, we have a growing number of clients from the United States and Australia.


Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to

Keep calm and keep working remotely.

We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:

Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
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Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Collaborationroom.AI is an Agent Engagement, Productivity, Compliance and Training Solution that enables your supervisor to manage their teams just like they did in a brick-and-mortar facility. This patent pending technology, enables Supervisor to Collaborate with their team in real time while ensuring same level of Compliance they did when they were in a brick-and-mortar

Consilium Software

Consilium UniAgent™ Mobile
As we enter the next stage of the global pandemic, Contact Centers are faced with a new set of challenges to enable their Agents to Work-from-Home without impacting Customer Experience (CX). UniAgent™ Mobile is the ideal solution to enable Work-from-Home Agents using Tablets or Smartphones or PC without any VPN. UniAgent™ Mobile is compatible with Cisco CCE, CCX, PCCE and HCS-CC contact centers (both bridged and nailed connection). UniAgent™ Mobile is available as On-Premises or Cloud Solution which can be hosted in the Private Cloud, or on the Public Cloud (AWS, Microsoft Azure, Google Cloud Platform, etc.). UniAgent™ Mobile can be deployed in conjunction with Cisco Unified Mobile Agent (CU...
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Dalbar Inc.

CXA iCoach
As a leading expert in contact center business practices, DALBAR recognizes the challenge of consistently delivering exceptional customer experiences with the sudden shift to remote teams. Our self-evaluation and coaching solution for remote representatives and virtual contact centers will let you meet these challenges head on. DALBAR's CXA iCoach solution, combines our proprietary criteria and over 40 years of industry research. It allows Contact Center Managers and Quality Teams to continue to improve and provide a better customer experience even when they aren't at a physical location.


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

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MattsenKumar LLC

Virtual Contact Center Solutions
Our virtual contact center services help our clients to run their customer support processes (phone, chat, and email) remotely. Our well trained remote agents can help them deliver the best experience for their customers irrespective of the channels. With our data security measures, engaged workforce, and the right reporting tools, our clients are guaranteed with a satisfied customer base.

MFE International

Oracle LIVE Experience
Live Experience offers HD voice, video, Screen sharing and annotations for customer mobile users. Agents interacted with users using desktops or mobile. Applications are for Financial Services, Retail, Travel and Hospitality, Digital Services, Utilities, Coporate IT where remote HD video, screen share or annotation is needed for a great customer experience.

Nuxiba Technologies

Maintain your business operation from anywhere, even if your agents are at different locations!
Don't let COVID-19 stop you. Use our cloud contact center hosted software and continue your operation.
Monitor active campaigns in our administration module, have your agents receive and dial calls, access reports, have multi-channel interactions, and obtain 24/7 support.

Easy setup and usage, request a quote or schedule a live demo today!

Orion Learning Services Inc.

Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.


VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

Virtual Express Inc

Virtual Express Inc.
Virtual Express Inc. is a modern provider of virtual assistants that deliver business-impacting services: we are a company made up of manually selected, expertly trained and highly-knowledgeable virtual assistant professionals dedicated to helping companies and realtors in their administrative tasks. Our unique service model helps clients generate more leads, increase overall traffic and sales, as well as improve communication through our team of experts.


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