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News : Kenya’s First Non-governmental Gender-based Violence Call Centre Launched in Kayole

#contactcenterworld

Nairobi, Kenya, March 5, 2021 - Usikimye, an online care center for victims of gender-based violence, launched its call center and office in Nairobi’s Kayole estate on March 5, 2021.

It has a 24-hour hotline – 254 718 158 400 – and a website www.usikimye.org where victims can reach out for assistance every day.

The new call center is the first in the country that is not owned and run by the government.

Usikimye (Kiswahili for don’t be silent) was launched in 2019 and has been running campaigns against GBV and offering rescue services online, with its staff receiving approximately 150 distress calls per day.

The center says they have come to the aid of over 4,385 women and girls; 361 children, and 14 infants from different regions in the country, and also coordinated the rescue of 286 women and girls from sexual violence.

The organization also launched Inua Jamii, a program aimed at boosting women’s productivity and earnings to accelerate their economic recovery.

Inua Jamii will help the families save, lend and start businesses. The exercise will kick off with 1,000 families and the beneficiaries will get entrepreneurship training and expert guidance on financial management and savings.

The center also runs a feeding program for 600 girls every Friday in Soweto and offers sanitary pads to 2,400 girls and 600 young mothers’ every month.

Over 36,000 girls and young women have benefited from the dignity kits distributed by the organization in a bid to deal with period poverty.

Usikimye was founded by Njeri Wa Migwi, a domestic violence survivor, in 2019 as a rescue and care centre for survivors of sexual and gender-based violence.

Sharing her story as a GBV activist, Wa Migwi says: "To start my rescue journey, I hosted three women survivors in my home. That is where I started seeing the need to have a safe haven for women, a place where they could stay longer."

The coronavirus pandemic has worsened the situation for most women and reports show a rise in the number of GBV cases.

To help curb the underreporting of the cases, the National Police Service introduced new measures to help the curb rise of gender-based violence in the country including the establishment of Policare, a unit where all sexual and GBV cases are handled.

The new unit aims at reducing the time taken to prosecute and close cases of sexual abuse and GBV, as well as protecting SGBV victims as they come out to report their cases.

Through Policare (police care), the police are handling these cases in a collaborative approach by involving relevant stakeholders including the Office of the Director of Public Prosecutions (ODPP), the Ministry of Health, the Judiciary, and psychosocial support providers.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.standardmedia.co.ke


Today's Tip of the Day - Involve Staff

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

Published: Monday, March 8, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

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!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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