iCarol Help Line Software FAQs

We can definitely provide you with several references! Our help line software subscribers are very enthusiastic advocates of iCarol and would be happy to speak or email with people considering it. You can also read iCarol help line software testimonials.

Our one-time set-up fee covers everything we need to get your non profit call center up and running. Your monthly subscription includes all support, maintenance, security, data storage, backups and updates. Check out our rates for a clear breakdown of iCarol costs based on your non profit call center’s needs.

Yes, this is the only limit with iCarol. You have the capacity to do the number of call reports corresponding to your subscription level which is based on your help line’s volume of calls per year. There are no other limits to how many other things (volunteers, referral agencies, news items, etc.) you can enter into the iCarol non profit software.

iCarol responds in less than 24 hours on any system downtime issues and in one business day for any other issues received by phone or email.

The iCarol system is monitored very closely, so we usually know before anyone else if there is a system downtime issue. Our response time has been so good in this area that our uptime since we started using an independent party (McAfee Secure) to monitor it (in April 2005) is consistently over 99.9%, which is considered better than world class. Check out how we make sure iCarol is secure with your call center’s data.

From the start, we work very closely with you to configure and modify your iCarol help line software so it matches the way your help line is currently working. We are very accessible to answer your questions and take feature requests throughout your trial and subscription with us.

Staff time commitment is based on the size and complexity of your non profit call center. It also depends on the degree to which you have your existing information in a spreadsheet format that’s easy for us to import into the non profit software.

If your help line’s information is well organized in spreadsheets, the set-up stage is done in less than a week. If not, which is usually the case with larger non profit call centers, this stage takes about one staff a week of actual work time that is generally spread over 4-6 weeks to accommodate their other responsibilities.

The training stage is about another month, although this is basically a blend of learning the help line software and actually using it for your work responsibilities.

iCarol has a standard PowerPoint presentation that provides an overview and a number of explanatory screen shots that is very useful for training your staff and volunteers. You also have access to our User Manual and online training videos inside the iCarol non profit software that anyone can access at any time.

In addition, we offer a training session to your staff and volunteers over the phone and web if required. But, we have found that once they start using the system, most people will pick it up themselves and the few that don’t will learn from our online tools and from the enthusiastic advocates at your call center.

The iCarol help line software is as easy-to-use as email. Even computer novices quickly learn how to use it. Of course in every non profit call center you can expect some people to resist using any computer system. In such cases, we do spend a little time showing them how easy it actually is to use and this often gets them comfortable with iCarol. Still, some may just never use any software. For those occasions we have special roles and methods that let other staff and volunteers enter information on their behalf.

For the free, no obligation 60 day trial, we provide you with a fully functional iCarol system that is customized to your help line needs. We configure your system with things like your call report template and shift calendars. Initially we work with you during this trial period to make iCarol work the way your call center works. This gives you the opportunity to take complete advantage of using the help line software features and see how iCarol can benefit your call service delivery process.

By the end of the 60 days, you will be able to make a clear decision on whether iCarol is right for your non profit call center or not. If it is right for you, you just simply continue working without interruption. You pay a one time set up fee and start your monthly subscription.

Yes. Our servers are in Canada, which is designated as one of several countries with adequate legal safeguards so that personal information from both Europe and the United Kingdom can reside here. Read more about iCarol compliance with the European Union and United Kingdom Data Protection laws.

iCarol started being built in 2003 and launched in 2004. Read about iCarol beginnings for more on our humble start. Please read what our customers have to say as well.

We have thousands of people using iCarol to date and new non profit call centers signing up with us almost every week.

iCarol runs on Microsoft platforms, including the .Net Framework 3.5, Windows Server 2008, and SQL Server 2008. These are the same components used by many large and trusted corporations and websites, like the NASDAQ stock exchange, Dell Computers, British Telecom and thousands more.

We keep iCarol up-to-date with the latest releases and take advantage of any new advanced features as they become available. We ensure that we always do rigorous testing to make sure iCarol works as expected, which we do with any iCarol release.

Any relatively recent computer that can access the Internet through a web browser like Internet Explorer, Firefox or Safari can use our non profit software. Essentially any computer bought since 2000 should have no trouble working with iCarol.