London, 5 June . - (ANA) - KenCall, Kenya’s most successful contact centre, has developed and launched Kenya’s first famine emergency relief phone number and operation centre in response to the recent famine. Kenyan citizens can now call a 109 freephone number to inform the National Disaster Operations Centre (NDOC) of their plight and by doing so help to deliver aid where it is most needed.
Each day KenCall’s highly trained customer service agents receive thousands of calls from people in famine-hit areas. KenCall’s response centre then produces a detailed daily report helping the NDOC understand where aid is needed. The NDOC then uses this data to coordinate its team and deliver resources into the areas of most need.
The service was planned and implemented following a request to KenCall from the Kenya’s Ministry of Information and Communication for business input into viable famine responses. Nicholas Nesbitt, KenCall’s founder and CEO, immediately gathered a team to address the challenge. The operation centre service was devised, resourced and then launched three days later alongside the press conference announcing the humanitarian crisis.
By setting up the response centre rapidly, KenCall was able to make the 109 number synonymous with the crisis and ensure that those in peril knew where to call to direct aid. Within the first week of operation the emergency number grew from taking 4,000 calls on the first day to over 12,000 per day by the end of the week. This call volume has been sustained ever since. In total KenCall has handled over 300,000 calls from famine stricken areas per month. (ANA)
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