iCarol Help Line & 211 Software Features

iCarol help line software has all the features that a non profit contact center needs to manage its call service delivery process. Our web based software application is the most complete you’ll find on the marketplace for non profit organizations with crisis, 211 referral or help lines.

Here are the features included with your iCarol help line software:

• Staff and volunteer management
  You have the ability to keep track of a host of information on your staff and volunteers. We also give you the tools so they can communicate with each other and share ideas or get to know each other better.
• Online shift scheduling
  You can easily manage shift scheduling and volunteer scheduling of your staff and volunteers online. They can also conveniently log onto the iCarol system from any Internet browser and sign up for shifts.
• Call report logging
  As your calls are logged into the help line software, iCarol automatically organizes them for easy and secure access. You then have the ability to analyze the call content data for reporting to your board or funders.
• Information and referral database
  Your 211 & help line’s referrals are effortlessly logged, found and protected in the iCarol system for callers in need. You can also easily keep track of referral follow ups.
• Statistics and reports
  You can keep track of a multitude of information from your call volume, caller demographics, referrals made, shift coverage to your volunteer retention. And you can create attractive reports to demonstrate the statistics.
• Messaging
  Live Chat Your clients can interact with your counsellors via instant messaging (live chat) from your website. This means clients can communicate with you in the mode they prefer, not just by phone. And it is integrated into the rest of your iCarol system. Watch the video to learn more!

Judy C., Volunteer Coordinator at Contact Pittsburgh, Pennsylvania, USA, says, “I'm not a great computer person but iCarol is a DREAM to work on."

Check out our video tour to get a feel of how iCarol works or contact us to schedule a demo of the iCarol 211 & help line software and we can show you in person how it can help your non profit contact center serve your community better.