Case Study: Child Helpline International expands helpline reach and responsiveness with Twilio Flex

How child helpline international expands the reach and responsiveness of its member helplines using twilio flex

Child Helpline International, a nonprofit network of child helplines across 140 countries, faced a major challenge: more than 30 million calls come in each year, but about 30% go unanswered because of limited resources and outdated technology. The organization needed a more efficient way to help children across voice and digital channels while also improving data collection and advocacy. It partnered with Twilio and used Twilio Flex to build a modern contact center solution called Aselo.

Twilio Flex helped Child Helpline International and its members launch a cloud-based, multichannel platform that supports phone, SMS, WhatsApp, and Facebook Messenger, while simplifying counselor workflows with a single-screen interface, chatbot triage, and better data capture. The result was faster, more flexible support for children, reduced duplicate work, and the ability to manage more conversations at once. During COVID, call volume rose 50%, and with Twilio Flex-powered Aselo, helplines gained the capacity to reach up to 100 million children annually and handle more remote calls efficiently.

Child Helpline International

Patrick Krens

Executive Director