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User-centred services reduce costs
Your service users already know how they would prefer support to be delivered. By allowing them to choose, and by using technology to its fullest capacity, you’ll do more than empower them, you may also reduce your costs while giving them the service they want, in the way they want it.
Listening is not enough
The task of record-keeping should not fall on the service-user. If you ask a caller to repeat details of their situation with each call you risk causing distress and failing to pick up on important aspects and developments. Helpline operators have a responsibility to record data, but must do so responsibly and in accordance with legislation.
It’s 10pm. Do you know where your service users are?
Providing a helpline during office hours only may mean you are missing out on helping vulnerable people, and early interventions can frequently prevent personal issues from amplifying and reaching crisis-point. If there’s a disparity between your service users’ needs and your organisation’s capacity to help them perhaps it’s worth working out a way to take that 10pm call.
Outsourcing contact without losing touch
Outsourcing contact can put you more in touch with your service users than ever before, while maintaining your distinctive ethos and the services you provide. Here are Rusty Livock's five top tips for third sector and non-profit organisations to consider when choosing a contact centre.
Big ideas, big opportunties
The ‘Big Society’ idea presents huge opportunities for the Third Sector, as well as challenges, representing a huge transfer of power from government to voluntary organisations: but many organisations are still responding to financial cuts. A new report shows the way forward.
Measuring social ROI
Charities are increasingly expected to demonstrate their social impact in monetary terms to compete for funding in a cost-constrained environment. It's a tall order, and one which many charites are not prepared for - but technology can help charities prove their effectiveness.
The difference between outputs and outcomes
If your organisation is measuring its support or advice helpline using commercial metrics, like the number or length of calls, you can't possibly know the value of the service that you provide.
Four typical organisational responses to recession
In this blog Patrick Nash, Chief Executive at Connect Assist, looks at the four different ways that organisations psychology can be used to categorise typical responses to the challenges of recession.