Marie Curie: Connect Assist provides specially trained contact centre staff at short notice

Brief

Marie Curie is a charity that provides care and support to people living with a terminal illnesses, as well as to their families and friends.

Over the last 68 years, it has helped hundreds of thousands of people and families.

Marie Curie Nurses work night and day, in people’s homes across the UK, providing hands-on care and vital emotional support. The charity’s nine hospices across the UK offer specialist round-the-clock care.

Marie Curie’s Support Line provides information and emotional support. It provides people living with a terminal illness and their and families with trusted information on everything from day-to-day care, to sorting out money matters or coping with feelings. And it’s there just when someone to talk to is all that is needed.

The organisation approached Connect Assist in August 2015 when it needed to find an outsourced provider for its Information and Support Line. Our brief was to ensure the vital helpline could be kept up and running to a high standard without any without delay or disruption to services.

Solution

The nature of the partnership required us to work extremely quickly and seamlessly when taking over management and delivery of Marie Curie’s helpline.

Access to our pool of experienced contact centre staff and reliable technology meant that we were able to provide a swift and simple and transition process.

It was crucial that service users were able to access all areas of support without any disruption or obvious changes, so we made sure there was no period of down time when it came to switching over from the previous supplier.

Results

Gavin Thomas, Service Delivery Manager said:

“We worked closely with Connect Assist from the outset to ensure we were offering the best possible care and advice to our service users.

“Although challenges did present themselves Connect Assist worked hard to make sure these were handled quickly and sensitively throughout the process. We were impressed with their ability to take on the service at short notice”

“As Connect Assist works specifically with the third sector it understands the needs of organisations like Marie Curie.

“We would recommend Connect Assist to other organisations considering outsourcing their helplines.”

Case Study

How we established an interactive support site for a leading UK charity

Read

Connect with us