CALL BACK SERVICE (OUTBOUND SERVICE)

Many callers try as many as 20 times a day to reach the helpline when lines are busy. For such callers, a call back service has been started. We have implemented a digital EPABX solution using which we provide an announcement for callers when our lines are busy. The announcement provides an option to give a missed call to a cell phone number, signifying consent to call back. Our counselors then call the person back during non-peak hours. Also, some callers need counseling for long time over phone for behavior change. But not everyone can afford to spend for such long calls. CBS gives a free service for such callers. We have been able to address the situation for 4000 callers so far.