Background
The project identified the need for a highly accessible, multilingual call center to provide counseling and referral services to foreign applicants in need of assistance in Turkey. The project included contact with vulnerable groups, referral, counseling, and translation services.
Challenges
- Call handling in 7+ different languages (Arabic, Farsi/Dari, Somali, Pashto, Urdu, French, Turkish)
- An average of more than 2,000 calls per day.
- One-on-one interviews and identification of needs by staff
- Correct coding of cases and their transfer to referral systems
- Resettlement, social rights and rights-based information
- The confidentiality of personal data, sensitive statements and referral information
Pusula CX Approach
- Multilingual Representative Team
- Representatives with separate training for each language, who are proficient in cultural contexts and possess native or near-native proficiency, have been appointed.
- 50% of calls were answered in Arabic, 40% in Persian/Dari, 10% in Somali and other languages.
- Protection-based Interview Protocol
- Representatives received special training in accordance with Standard Operating Procedures (SOPs).
- All calls were handled in accordance with the “principle of responsibility, guided by the principles of patience, impartiality and confidentiality”.
- Following the interviews, individuals were referred to the relevant institutions according to their risk level.
- Data Processing and Reporting
- Calls were categorised as information requests, referrals, reports, complaints, and advice.
- Each case was coded into the digital case management system.
- Detailed reports based on language, subject, duration and routing were generated for over 40,000 calls per month.
- Privacy and Security Protocols
- All employees have received training on sensitive data protection (PII).
- Personal data, identity and asylum statements were recorded in encrypted systems.
- ISO 27001 compliant backup and Personal Data Protection Law integration has been provided.
- Value-Added Services
- 7 Representative support in 7 languages (Arabic, Farsi, Somali, Pashto, Urdu, French, Turkish)
- Comprehensive protection information infrastructure
- One-to-one data integration and case management
- Personnel trained in cultural sensitivity
- High-security, encrypted recording and data anonymisation systems
What has been learned
“Responding to calls from people in need requires not only language proficiency, but also empathy, patience and multi-layered referral knowledge.”
In this project, Pusula CX did not merely respond to calls; it offered a systematic solution that directly contributed to each individual’s right to protection.
Result
The call centre operation for foreign nationals in need of assistance in Turkey has been restructured in collaboration with Pusula CX, based on principles of humanitarian, technological and multilingual excellence.
