Service 06
Call Centre Support
Professional, Somali multidialectal call centre support that extends RAYID's verification work and helps organizations stay connected to the people they serve, with supervision and confidentiality safeguards built in.
- Somali multidialects
- Callback verification
- Feedback hotline
Speaking the language of the respondent
RAYID's call centre operates across Somali multidialects, so beneficiaries are reached in the language they actually speak, and no respondent is left out of the conversation.
Verification does not end when the field team leaves. RAYID's call centre extends our verification work to the phone, reaching respondents and beneficiaries directly, in their own dialect, to confirm what was reported, gather feedback, and keep organizations connected to the people they serve.
RAYID's call centre operates across Somalia's dialects, so beneficiaries are reached in the language they actually speak. Calls are conducted by trained quality verifiers working under supervision, with confidentiality safeguards built into every interaction.
The service covers respondent and beneficiary callback verification, remote post-distribution and post-event verification, feedback and complaints hotline support, community mobilization and reminder calls, and structured reporting through call logs, dashboards, and periodic reports.
Built-in safeguards
Supervision and confidentiality
Supervision
Trained quality verifiers work under active supervisor review, keeping quality consistent across every shift and dialect.
Confidentiality safeguards
Respondent identities and answers are handled under strict data protection protocols, and never shared outside the agreed scope.
Detailed capabilities
What the call centre delivers
Respondent and beneficiary callback verification
Random and targeted callbacks that confirm interviews, registrations, and distributions with the people named in the record, in Somali multidialects.
Remote post-distribution and post-event verification
Structured phone verification after distributions and events, confirming what was delivered, received, and attended without a field visit.
Beneficiary feedback and complaints hotline support
A dedicated line where beneficiaries can raise feedback and complaints, logged accurately and routed to the organization under agreed escalation rules.
Community mobilization and reminder calls
Outbound calls that inform communities about upcoming activity, confirm participation, and increase turnout for distributions and events.
Call logs, dashboards, and periodic reporting
Every call logged and summarized, with dashboards and periodic reports the client can audit independently.
Quality assessment field report
A written assessment of call quality, verification outcomes, and issues raised, delivered with the same independence as our field reports.
How RAYID approaches it
Protocol before the first call
Agree scope and protocols
Call objectives, dialect requirements, scripts, escalation rules, and confidentiality safeguards are agreed before the first call is placed.
Prepare quality verifiers and systems
Quality verifiers are trained on the assignment, and call logging and supervision arrangements are set up and tested.
Place calls
Callbacks, hotline support, and mobilization calls are conducted in Somali multidialects and logged as they happen.
Review and verify outcomes
Supervisors review call logs against the agreed protocols, and verification outcomes are cross-checked before reporting.
Report and hand over
Call logs, dashboards, and the quality assessment field report are delivered, with complaints and issues routed as agreed.
Evidence & reporting
- Call logs under agreed confidentiality safeguards
- Dashboards showing verification and feedback outcomes
- Periodic call centre reporting
- Feedback and complaints register with escalation records
- Quality assessment field report
Who this supports
Organizations reaching people by phone
- Programmes that need independent callback verification of reported data
- Distributions and events requiring remote post-activity verification
- Organizations operating beneficiary feedback and complaints channels
- Teams mobilizing communities and confirming participation by phone
Related services
Continue exploring
Insight. Quality. Impact.
Keep an independent line to the people you serve
Tell us who needs to be reached, in which dialect, and we will agree the call protocols, safeguards, and reporting before the first call.