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CASE STUDY

Karma Nirvana is a UK registered charity that supports victims and survivors of Forced Marriage and Honour Based Abuse. Since establishment in 1993, Karma Nirvana has expanded from a local, regional and then national organisation, to a project that now spans the world. The organisation not only supports female victims, but men and couples who experience Forced Marriage and Honour Based Abuse. Karma Nirvana seeks to make a positive impact on the lives of individuals, helping them to achieve a sense of peace and, ultimately, enlightenment.

The challenge

Karma Nirvana initially required a memorable 0800 Freephone number for their main call centre service. Additionally, they needed to be able to route calls to alternative numbers to manage overflow, as well as have the flexibility for calls to be answered by teams or individuals and work as if they had stayed in the same location. They wanted analytics on their incoming call locations, volumes and durations and also needed their number not to be seen on callers’ phone bills from any UK network provider.

Telecoms World Solution

Telecoms World worked closely with Karma Nirvana to dynamically meet all of their requirements and enhance their systems. Karma Nirvana chose one of our 250,000 Freephone numbers which can be invisible on phone bills. Providing call routing was vital to Karma Nirvana’s callers experience in getting through to someone to talk to and reduce call abandonment. In-depth Call Analytics allowed them to review call volumes, locations and durations of calls.

Results

Telecoms World created a bespoke package for Karma Nirvana enabling them to promote a free number for their callers to use with complete anonymity, They are able to efficiently manage staffing levels at their call centre during busy times, and route calls to alternative numbers when necessary. Meeting the needs of Karma Nirvana means customer requirements are always fulfilled and they deliver a professional telephone answering solution.

Customer Requirements

  • Greater call insight
  • Freephone number
  • Call Routing
  • Non-visual number on phone bills

Solution Components

  • In-depth Call Analytics
  • Memorable 0800 number
  • Agreement with UK Networks for hidden calls
  • Online portal access to re-route calls on demand