Providing consultancy and specialist contact centre staff for a leading eating disorder charity

In late 2016, the long established eating disorder charity Beat decided to relocate its helpline as part of their five-year strategy to significantly expand their telephone helpline and related support services to be of the highest quality.

Based in Norwich the organisation found it very difficult to attract the number of volunteers it was going to need to support the expansion of the service.

Connect Assist were approached to take over the Monday to Wednesday 1pm–4pm helpline whilst the helpline office was relocated to Warrington, Cheshire. The service went live on the 1st November 2016 managing calls, emails and message boards until 5th February 2017 when Beat’s new helpline went live in Warrington.

During this three month period, Connect Assist trial ran the new extended opening hours Beat was changing to a 365 day service 4pm – 10pm. Connect Assist recruited and trained dedicated staff and supported the late opening hours from their blended team. Beat recruited a new team in the North West and Connect Assist helped to train them and the new service is now thriving.

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