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  • iCarol Software Features

    Call Management

    Customizable forms allow calls, chats or other types of contact to be logged and organized within iCarol for easy and secure access and analysis.

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Home  |  Software Features  |  Call Management

Call Management

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Call Logging Software

Tighten up your call log with an efficient system for logging call content and times, locating referral information quickly while on a call, and effectively analyzing helpline data for accurate reporting.

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calling logging software

Call Report Form Editor

You have near-complete control over the content of call report forms. You can set up the exact data fields and arrange those fields how you’d like on your data collection forms.

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Follow Ups

Schedule follow-ups to advocate for your callers and track time spent on these call-related activities.

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call management software

Caller Profiles & Alerts

Keep track of your repeat callers with Profiles that give updated instructions to your phone workers, so they can always be sensitive to what’s going on with frequent callers.

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iCarol Call Logging

Outbound Calls

Many helplines arrange to have someone on their team call people on a regular basis to check on their welfare. iCarol makes it easy to coordinate these programs.

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iCarol Call Management

Multiple Call Report Forms

Create more than one call reporting template for the different types of situations that might come up in your business—normal calls versus crisis calls, for instance.

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Call Management and Logging Software

Linking Forms (ex. Suicide Assessment)

Create a link from one call report to another in order to keep track of related calls—such as a main intake call that leads to a suicide assessment.

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Call Logging

Quality Surveys

Conduct follow-up quality surveys of your callers a few days or a few weeks after the initial call, for instance to assess whether the service was useful, timely and courteous.

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iCarol Call Management Software

Manager Feedback

With the ability to make comments and suggestions directly in call records, you can give your phone workers feedback to help them continually improve their skills (and your service).

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Searchable & Printable Call Reports

Search call reports using multiple parameters in order to find specific records. Compile up to 100 call reports into a list that can be downloaded as a searchable PDF.

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iCarol Online Form

Online Forms

iCarol supports contact with your community through a variety of channels including calls, live chat, texting, web searches of your resources, and more. Another way you can engage with your community is through Online Forms.

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risk assessment

Built-in Suicide Risk Assessment Tool

This powerful risk assessment tool will help your volunteers and staff feel supported, equipped, and confident when working with callers at risk for suicide, all while helping your center conform with industry standards.

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Testimonials

London Lesbian and Gay Switchboard
London, United Kingdom
"From initial contact to implementation the staff at iCarol have been fantastic. The transfer of existing data went smoothly and the support we have received throughout the setup process was excellent. Our volunteers find iCarol easy to use, the reports it can produce are invaluable and it has enabled us to move into the area of ichat through the Instant Messaging module. Above all the friendliness and responsiveness of the staff team are what sets iCarol out from the rest - their aim is to make sure iCarol works for you in the way you want it to work." - Joe L, Co-Chair

Related Software & Features

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    Searcheable Resource DB
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    Email or Text a Referral
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    Analysis
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    Resource & Referral Statistics
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    Follow up Statistics
  • iCarol Features and Software
    Import Caller Profiles
  • iCarol Features and Software
    Export Data to Excel
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    Additional Programs
  • iCarol Features and Software
    Accessing Referral Resources
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    Call Report and Statistics
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    Administrator Tools
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    Import Past Call Logs
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    Restrictions & Certifications
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    User security levels
  • iCarol Features and Software
    Call Data Retention/Shredding
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    Data Encryption
  • iCarol Features and Software
    Automatic Sign Out

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