Nonprofit Call Center Software for Urgent Calls
Rated 5 Stars by Verified G2 Users
Nonprofit helplines and hotlines get important calls.
Each call needs to reach a trained responder.
Nonprofit call center software makes sure it does. The software routes sensitive calls reliably by handling:
- Rotating schedules
- After-hours coverage
- Backups for busy lines and no answers
- Routing to personal phones
- Call, chat, text, and data tracking for easy reporting
Helpline Software is a complete hotline management system for nonprofits that receive urgent calls, webchats, or texts.
It connects the on-call schedules and phone lines to automatically send each caller, webchatter, or texter to the right agent.
Forms are integrated, so agents have key context, and grant reports are easier.
Prevent Missed Calls & Texts
If a call, text, or chat is unanswered, Helpline Software escalates to a backup or notifies an on-call manager.
And if no one is available, it can optionally offer a callback request.
So no individual in crisis is left without a response.
Specialized nonprofit call center software is designed to reduce burnout and help make sure every urgent call is answered.
Teams Who Need Nonprofit Call Center Software
Do I Need Nonprofit Call Center Software or Standard Call Center Software?
The right contact center software for your nonprofit depends on your use case:
Nonprofit call center software helps ensure urgent calls aren't missed.
Standard call center software is great at managing extensions, DID lines, and more.
Outbound dialers.
See forms, and nonprofit CRM software.
Omnichannel on-call systems like Helpline Software are designed to help ensure no urgent calls are missed. It will reliably route urgent calls, webchats, texts, and urgent callback requests.
Nonprofits such as the nations oldest anti-rape coalition depend on it to connect people to on-call advocates quickly, safely, and in a trauma-informed way.
How Does Nonprofit Call Center Software Work?
- Connects schedule and phone line: calls are automatically routed to the right on-call, including after hours.
- Integrates webchat and text: webchat lets people live chat with your organization via your website, and texts go to your existing phone number.
- Automatic backup escalation: if your primary can't answer a call or text, the software escalates to backups in order.
- Call logs and text notifications: the software tracks call paths and text/chat notifications so you can audit coverage.
- Callback options: so urgent calls don't go to voicemail. Most nonprofits return calls in 3 minutes. See how.
- All-in-one system: see shifts requests, call logs, intake forms, texts, and webchats in one place. Routing updates automatically when you change the schedule.
Coordinators don't have to manually track schedules or update call routing.
Helpline Software's integrated management system helps nonprofits save hours each week.
Sonoma County's rape crisis center saved 18 hours a week.
Want to see how Helpline Software would work for your line? Get a demo.
See How It Works
Update the schedule, and routing follows instantly.
150% Money Back Guarantee
Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus up to $500.
Why Do Nonprofits Choose Helpline Software?
Nonprofits and crisis centers across the country trust Helpline Software, including the nation's oldest anti-rape coalition.
Here's why:
- Fully Customizable
Designed for your workflow.
Define the backup path: send wakeup calls, alert an on-call manager. - In-built Privacy
Mask caller IDs for anonymous lines.
Give advocates time to reach a private place with custom notifications. - Staff Burnout Protection
See which advocates have the heaviest call load.
Reallocate shifts to prevent burnout. - Personal Phone Routing
Software detects and skips phones out of network coverage.
Special features to break through 'do-not-disturb' and 'sleep' mode. - Junk Call Blocking
Set limits on repeat callers.
Play a custom message with an alternative number for those in need. - Free Lifelong Support
Complete training for your staff.
Update features any time your needs change.
Customers Recognition
We pride ourselves in top notch 24/7 support. But you don’t have to take our word for it, check out the testimonial video below. Still don’t believe us? No problem.
Our contracts come with a peace of mind guarantee. If you don’t love it within 30 days of going live we’ll give you your money back, and donate up to $500 to your agency. See here for details. We stay in business because our customers love us.
What Our Customers Say
Our customers love how customizable the system is, the top-notch support, and how easy it is to use Helpline Software.
"…customer service is responsive, honest, articulate… it's top-notch…"
"There's definitely an awareness with the customer service team that every agency is different… It's very 'meet us where we're at.'"
"I'm loving this system. It's incredibly easy to tailor, and it does exactly what [our on-call personnel] need. Instead of troubleshooting, [our on-call personnel] are spending that time with [callers]."
"It really has changed a huge part of our organization."
"Having a system customized to fit [our needs] has been invaluable. HelplineSoftware gives us the tools we need to support both our staff and [callers]."
"Helpline Software has been an incredible thought partner. They offer creative solutions and really care about the mission of the agencies they serve."
"We are incredibly grateful for our wonderful transition to Helpline this year. The entire process has been seamless, and our team has had nothing but glowing feedback. The ease of use, combined with your excellent customer service, has made a world of difference."
"…take a leap of faith and do it… it is a game changer… it will alleviate a lot of misused time and… [you] will thank me later."
FAQ
›How do I choose the right nonprofit call center software for my hotline?
The right nonprofit call center software depends on your goal. If you need to send urgent calls and texts to the right person, Helpline Software is a strong fit. It manages your calls, texts, webchats, and schedule in one place. It helps prevent burnout by flagging advocates with the heaviest call load.
For nonprofits who need to manage routine inbound calls and outbound campaign work, standard call center software might be a good choice. If you run extensive fundraising and outreach campaigns, outbound software is worth considering.
›How is Helpline Software different from standard nonprofit call center software?
Helpline Software uses the on-call schedule to reliably route inbound calls to the right agent or advocate, 24/7. It's built for high-stakes calls, with automatic backup escalation and detailed call tracking.
Unlike standard call center software, Helpline Software helps protect agents answering sensitive calls from burnout. Its burnout dashboard shows you who is answering the most calls, not just shift hours.
›Is Helpline Software the same as VoIP or contact center software?
No. Helpline Software can use internet-based calling like VoIP systems, but it is not just a VoIP phone system. It routes calls to the right trained responder based on live availability. It is designed for nonprofit needs.
While many contact center software are built around staffed agent queues, Helpline is designed for rotating schedules and agents who answer from desktops or personal phones. It can also send wake up calls after hours.
›Where can I see the complete nonprofit hotline platform?
See our complete nonprofit hotline software overview for scheduling, routing, phone, text, webchat, callbacks, forms, reporting, privacy, and volunteer coordination in one platform.
›Is Helpline Software the same as nonprofit CRM?
No. A nonprofit CRM usually manages donor records, client or constituent history, cases, fundraising, relationships, and follow-up. Helpline Software is designed for nonprofits who run on-call lines. It is an all-in-one system that integrates your schedule, routing, forms, call data, texts, and webchats.
›Where can I learn about volunteer coordination for crisis lines?
See crisis line software for rotating teams for volunteer scheduling, availability, privacy, reminders, and routing that follows approved coverage changes.
›Where can I see the complete phone, text, and webchat platform?
See the complete nonprofit hotline platform for coordinated phone, text, webchat, scheduling, forms, and reporting. This page stays focused on call-center workflows.
›What is Helpline Software's pricing?
Our systems are fully custom. Please schedule a meeting to request nonprofit pricing for your use case. We work with small nonprofits, all the way to nationwide grant funded organizations with hundreds of millions in annual budgets.
›Does Helpline Software scale with our hotline?
Yes. The software is fully customizable and adjusts to your needs. You can add features and capabilities as your hotline grows. We work with both large statewide lines and smaller organizations.
›What if Helpline Software doesn't work for our nonprofit?
We offer a 150% money back guarantee.
›Where can I compare crisis line software for rotating teams?
See our crisis line software guide for mental-health, warmline, peer-support, privacy, volunteer, backup, and reporting requirements.
›What tools can help manage intake forms and documentation?
Helpline Software integrates forms and documentation for nonprofits. It connects your intake forms, call logs, texts, and chats. Forms are automatically attached to the right call log with key details filled in. The system shows you aggregate and call-wise data for easier tracking and reporting.