Blog

  • Delivering helplines with a heart: How to deal with the most sensitive calls

    With increasing demand for access to information, advice and support at the touch of a button, it’s more important than ever that helplines are delivering the best possible service to those who need it the most. For example, the Samaritans’ annual report recently revealed that the charity received more than 5.7 million calls to the […]

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  • What being a responsible business really means to us

    Monday 23 April marks the beginning of Responsible Business Week, an annual campaign run by Business in the Community and an opportunity for organisations to celebrate and demonstrate the value of social responsibility. The campaign encourages businesses of all sizes to tell their own stories and inspire others to share successes and take more action for good. This […]

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  • Why Wales is the perfect place for our organisation

    As the week of St. David’s Day comes to a close, I wanted to reflect on how our location here in Wales has been so integral in helping us become the organisation we are today. This blog is taken from an article I recently wrote for the The Guardian in the lead up to Connect Assist’s 10th anniversary […]

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  • Looking back on 10 years of service in the charity sector

    When we set up Connect Assist back in 2006, we had one clear vision: to make a positive change to those living in difficult circumstances. We knew we could achieve this by providing high quality helpline services, while also creating meaningful employment opportunities in the South Wales valleys. Next week we are marking our 10-year […]

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  • How to ensure your charity workforce is motivated for the year ahead

    I recently contributed to an article in Director magazine in which I supported Sweden’s introduction of a six-hour working day. By offering staff members the choice of a shorter working day while maintaining permanent employment at Connect Assist, we believe individuals are empowered to take greater control over their own lives and personal obligations. However, […]

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  • How can charities prepare themselves for 2016?

    It’s been a year of change for the Third Sector, some of it positive and some of it negative, but all of it can help us adapt and become better at what we do. It’s been a particularly difficult year for fundraising and therefore a time to look at what steps charity leaders can take […]

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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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