Probash Bondhu Call Center
Probash Bondhu is a specialized contact center designed to support Bangladeshi expatriates worldwide. Currently operational in Saudi Arabia, Bahrain, and the UK, this initiative provides health-related services through platforms such as WhatsApp, IMO, and Viber. With plans for global expansion, Probash Bondhu aims to enhance accessibility and support for expatriate workers, addressing their critical needs.
Probash Bondhu
Introduction to the Project
Probash Bondhu bridges the gap for expatriates facing challenges abroad. By leveraging modern technology and establishing a centralized contact center, the initiative ensures access to vital services, offering comprehensive support for health issues, legal matters, and emergency assistance.
Challenges of Bangladeshi Expats
Lack of Accessible Support
Many expatriates struggled to address issues like passport services, health concerns, and legal disputes due to a lack of centralized platforms.
Emergency Situations
Workers were often unprepared to handle emergencies such as repatriating deceased bodies or dealing with urgent medical needs.
Limited Awareness and Guidance
Uneducated workers found it difficult to navigate foreign legal systems or access assistance in a timely manner.
Isolation and Vulnerability
Without structured support, many expatriates felt isolated and helpless, especially during crises.
Solution Overview
Goal
A dedicated call center handles expatriate inquiries, complaints, and emergency situations, ensuring streamlined communication.
Innovative Technology Integration
Multiple service channels—including mobile apps, websites, and direct call lines—offer accessible support for all expatriates.
Enhanced Transparency and Accountability
Electronic notification and payment systems improve service delivery by ensuring clarity in processes.
Targeted Support
Tailored guidance for uneducated workers and assistance during sensitive situations ensure inclusivity and effectiveness.
Key Features
Optimized Communication Channels
International Call Center System
A specialized platform allows expatriates to communicate seamlessly from abroad.
Expatriate Call Reception
Handles calls from expatriates in Jordan, Saudi Arabia, and Malaysia, providing timely support.
Information Routing
Efficiently directs queries to relevant authorities for prompt resolution.
Complaint and Inquiry Handling
A robust system addresses complaints and inquiries, ensuring reliability.
Medical and COVID-19 Advice
Offers health guidance, including pandemic-related information, ensuring expatriates' well-being.
Project Operation & PerformanceÂ
Complaint Management System
Tracks complaints with CRM integration, enabling effective resolution and follow-ups
Robust Security Framework
Implements user-specific access controls to protect sensitive data.
Management Reporting Tools
Generates detailed performance reports to monitor service quality.
Document Collection
Facilitates document integration, ensuring efficient retrieval for case resolutions.
Sensitive Complaint Handling
Equipped to address highly sensitive issues with appropriate mitigation strategies.
Third-Party e-TIN Verification
Obtaining a TIN certificate took a considerable amount of time.
Technology Platform
php
.Net
Asterisk
MySQL
Linux Apache Server
Core Expertise
Contact Center
DevOps
Cyber Security
Data Science and Analytics
Impact
Increased Accessibility
Expatriates can now access reliable support through multiple communication channels, overcoming the challenges of distance and time.
Enhanced Confidence and Security
Workers feel empowered knowing they have a dependable platform for emergencies, reducing isolation and vulnerability.
Streamlined Communication with Government
Probash Bondhu strengthens the link between expatriates and the government, fostering transparency and trust.
Effective Navigation of Challenges
The initiative has improved expatriates' ability to handle legal, health, and emergency situations efficiently.
Conclusion
Probash Bondhu represents a significant advancement in supporting Bangladeshi expatriates. By establishing a robust support system, the initiative has not only improved access to vital services but also strengthened the connection between the government and its citizens living overseas. As the program continues to evolve, it plays a crucial role in safeguarding the rights and welfare of migrant workers, contributing to their dignity and empowerment in foreign lands.