Blog

  • How to keep service running during high volume campaigns

    Every organisation has its peak period, whether it’s a particularly busy day of the week or a hectic ‘rush hour’. The best prepared will have detailed plans in place to deal with these occasions, such as bringing in extra resources, ensuring sufficient staff cover and making sure everyone is kept informed and motivated. Working on […]

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  • How employing a diverse workforce can benefit charity service users

    By Patrick Nash Employing a diverse workforce can make a huge difference to the experience a charity delivers to its service users. Most people decide to work in the charity sector to help people less fortunate than them. Personal experiences can inspire people to make a positive change to those living in difficult circumstances, and […]

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  • A charity’s guide on how to make outsourcing work for you

    My last blog looked at how outsourcing contact services can help protect a charity’s reputation. This time here is my advice on what every charity needs to consider outsourcing services to external organisations. When it comes to outsourcing their services, charities often have concerns. And it’s understandable why. Most charities work with very sensitive data, […]

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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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