Caller Profiles & Alerts
Repeat callers are quite common with many helplines. iCarol lets you store demographic information about repeat callers, as well as alerts and instructions for phone workers who take the calls. Admins or supervisors with security permission create and maintain the repeat caller profiles, and you have the option of making these profiles even more secure by preventing volunteers and staff from viewing them unless they are on a certified computer.
When a phone worker creates a new call report, he has the option of selecting “repeat caller” in the options. iCarol’s database will search for that callers demographics and notes, and automatically apply them to the call report.
One of the most important functions of this feature is that it alerts your phone workers when a repeat caller has been tagged as abusive or has been banned from calling. This protects your staff and their valuable time.
Want to know more about this or any other iCarol feature? Feel free to connect with us by emailing: info@iCarol.com