Bipolar UK

Awareness of bipolar disorder has increased significantly in recent years and the charity was struggling to manage rising volumes of sometimes very detailed calls from members and the general public.

Services used:
Multi-channel Helplines
Consultancy

Background

Bipolar UK is a national charity dedicated to supporting individuals with the much misunderstood and devastating condition of bipolar disorder (also known as manic depression), their families and carers.

The charity works by supporting and developing self-help opportunities for people affected by bipolar disorder by providing information services about the illness; influencing the improvement of treatments and services; advocating against discrimination, and promoting social inclusion.

The Challenge

Awareness of bipolar disorder has increased significantly in recent years and the charity was struggling to manage rising volumes of sometimes very detailed calls from members and the general public.

The Solution

Bipolar UK decided to outsource some of its service provision to a specialist contact centre. In practice this meant members of the charity were provided a dedicated Helpline number operated by Connect Assist, while the charity continued to deal with general enquiries in-house.  This is a great example of how Connect Assist worked in partnership with MDF providing an affordable solution to their needs.

The Results

The benefits of outsourcing soon became apparent. Following an Eastenders storyline that included a character’s struggle with bipolar disorder the charity received more calls in one month that in an entire year. Having moved from a weekday, office-only helpline run by head office staff and volunteers, to an outsourced seven-day a week service, it was able to cope with the demand.

“Initially we did have concerns regarding the loss of personal interaction, expertise and the integrity of the organisation. But our experience has been wholly positive, we have developed a close working relationship with Connect Assist and our members receive excellent assistance and support for one-off immediate needs. .” 

Suzanne Hudson, bipolar UK Chief Executive

Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.

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