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    How outsourcing can help protect – and boost – a charity’s reputation

    By Patrick Nash With charity donor communications in the spotlight following the tragic death of Olive Cooke, I explain why outsourced providers must do all they can to help protect a charity’s most valuable asset – its reputation. As I write, charities are facing scrutiny from the media following the death of poppy seller and […]

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    How can charities prepare themselves for change?

    By Patrick Nash What will be the impact of the general election on the third sector? And how charities can prepare themselves for inevitable changes. As I write, we have a week to go until the ballot papers are counted and verified and then all the polls suggest it may be a while before a […]

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    CEO Patrick Nash to present at two high profile conferences

    Our CEO Patrick Nash will be speaking at two high-profile conferences this year, giving advice on how charities can help people facing challenging circumstances to make positive changes in their lives.                 He will show how helplines staffed by empathetic, highly-trained contact agents, and harnessing advanced digital technology […]

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    What outsourced charity contact centres can do better

    This week I look at the benefits of using outsourced contact centres and how they can assist busy in-house teams at charities, who may be experiencing shrinking budgets and increased demand for services. An essential part of a charity’s offering is to provide support and guidance to users. Thanks to the explosion of the internet […]

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  • Diverse Workplace Joint Winners Firstsource Solutions & Connect Assist, presented by Shaw Trust & The King of Chat, Jonathan Ross

    Connect Assist scoops workplace diversity award

    A Caerphilly contact centre has scooped a prestigious award recognising its commitment to diversity in the workplace. Nantgarw-based Connect Assist, which supplies helpline services to charities and other organisations, picked up an award for ‘Most Diverse Workplace’ at the Welsh Contact Centre Forum awards on Friday 6th March. The awards, held at the Millennium Centre […]

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    Connect Assist scoops workplace diversity award

     Connect Assist is delighted to announce that we have scooped a prestigious award recognising our commitment to diversity in the workplace. Our Deputy Chief Executive Rusty Livock picked up an award for ‘Most Diverse Workplace’ at the Welsh Contact Centre Forum awards on Friday 6th March.  The awards, held at the Millennium Centre in Cardiff and […]

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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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