National Council For Voluntary Organisations ( NCVO )

In a period of significant reduction in grant income NCVO wished to extend helpline opening hours, providing increased service delivery channels at decreased costs.

Services used: Multi-channel Helplines Digital Service Delivery

Background The National Council for Voluntary Organisations (NCVO) is the largest umbrella body for the voluntary and community sector inEnglandgiving voice and support to civil society. NCVO influences the external environment on behalf of civil society, for example by lobbying for improvements to funding relationships or ensuring that charity law is proportionate and effective. NCVO also provides support and advice to the voluntary and community sector, through:

  • advice and support webpages
  • other web resources
  • direct support service
  • publications
  • training and events
  • social media sites like Twitter and YouTube
  • a Helpdesk for NCVO members

The Challenge In a period of significant reduction in grant income NCVO wished to extend helpline opening hours, providing increased service delivery channels at decreased costs.

The Solution To outsource the existing telephone contact centre (member help desk) and switch to a digital service delivery method encouraging contact through the website and a live chat facility.  Online self-service information & self-guidance.  Live chat to drive down cost per incident and improve user experience.

Multichannel Service for NCVO

 

The Results

Extended helpline opening hours | Increased channels | Decreased costs Web http://www.ncvo-vol.org.uk/ Twitter @NCVO

 

Case Study

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