Training and ramp-up
Representatives with separate training for each language, proficient in cultural contexts with native or near-native proficiency Cultural sensitivity training for all representatives
Humanitarian multilingual counselling line
A sensitive, multilingual service covering referrals, counselling, case processing, reporting and protected personal data for foreign nationals in need of assistance.
2,000+calls per day
13languages
40,000+calls per month reported
What the operation needed to solve
A humanitarian support operation needed to handle sensitive, high-volume calls from vulnerable groups requiring counselling, referral, translation and rights-based information.
How the model responded
Pusula CX provided trained multilingual native-speaker representatives from different nations, protection-based interview protocols, digital case coding, reporting, and privacy controls for sensitive personal data.
The useful proof is operational, not decorative.
For a UK buyer, the important question is whether similar pressure points can be scoped, controlled and measured in their own environment.
Channels handled
50% of calls in Arabic, 40% in Persian/Dari, 10% in Somali and other languages All calls handled with principles of patience, impartiality and confidentiality
Quality controls
Protection-based interview protocol in accordance with Standard Operating Procedures ISO 27001 compliant backup and data protection integration Encrypted data systems with personal data anonymisation
Service-level result
Pusula CX did not merely respond to calls; it offered a systematic solution that directly contributed to each individual’s right to protection.
How It Was Delivered
- 01Representatives with separate training for each language, proficient in cultural contexts with native or near-native proficiency
- 02Cultural sensitivity training for all representatives
- 0350% of calls in Arabic, 40% in Persian/Dari, 10% in Somali and other languages
- 04Protection-based interview protocol in accordance with Standard Operating Procedures
- 05All calls handled with principles of patience, impartiality and confidentiality
- 06Each case coded into digital case management system
- 07ISO 27001 compliant backup and data protection integration
- 08Encrypted data systems with personal data anonymisation
- 0913 languages: Arabic, Farsi, Somali, Pashto, Urdu, French, Turkish...
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