WHP currently runs a 20-member call centre in Patna which support client registrations wherever needed, follow-up support for ante-natal and TB services, financial settlements, coupon validation for drug release to clients and complaints. The staff at the centres can access many electronic tools that help them provide the services efficiently. The call centre operates from Patna and extends support to all WHP projects in UP and West Bengal besides making financial settlements for projects run by other organisations in Gujarat and Maharashtra.
IVR system is very useful as a mass communication platform especially given the deep penetration of cell phones. While the IVR system enables identification of morbidities in the communities on the basis of inquiries received and pinpoints specific families that are currently affected, WHP uses the database for more proactive guidance. Trained counsellors at a call center contact numbers identified with specific information needs to provide more specific help in seeking health care.