Creating a Cross-Channel Environment.
The NSPCC worked closely with Connect, Ciber, CharITyshare and Genesys to create and implement the bespoke technology required to fulfil its objectives. The combination of the Genesys Customer Interaction Management (CIM) platform and Connect’s experience proved to be ideal, and the new system launched in September 2009.
“The Genesys CIM platform provided the reach and the flexibility we needed for our expansive new system and Connect helped us fine-tune the technology to best fit our unique requirements,” commented Phil Reed, Chief Information Officer, NSPCC. “The Genesys system enables us to route all calls, e-mails, and Web interactions on one system to ensure consistency for all users of the service.
With two new data centres and an improved infrastructure, we can fully monitor and optimise the service across all channels, make the most of our resources, and grow at a speed that suits us. Genesys also provides the necessary cross-channel integration that enables any customer conversation to move from one medium to another. This helps us to escalate high priority cases or to adapt and accommodate potential changes in the child’s environment, mid-interaction.”
Connect developed a bespoke solution that ensured secure confidentiality on-the-ground, but also enabled the details of callers and online interactions to be available at the very top level in extreme cases. This was vital, because NSPCC cannot use CLI (Caller Line Identification) due to the importance of anonymity for the caller. NSPCC’s responsibility to each caller must be confidentiality, but they also have a duty of care and must be able to contact emergency services in critical cases.
Widening Their Reach.
The NSPCC invested heavily in new online tools to make its Website a more user friendly place for children and young people — including an integrated chat function that enables Website users to connect directly to a counsellor. And because certain users find it easier to express themselves in writing or pictures rather than to talk to a counsellor on the phone, it also added interactive white boards, which allow users to write or draw pictures on the virtual board — which the NSPCC has found helps many children express themselves more easily, especially where serious issues are concerned.
The final development was to add Personal Inboxes (PIBS), which allow users to have their own personal area on the Website. Users can anonymously send e-mails, pose questions to the online agony aunt/uncle ‘Ask Sam,’ and also request one-to-one sessions with counsellors — all without having to use their every-day home e-mails accounts.
Rosie Slater explained: “Adding these new functions has enabled more children, young people, and adults to feel comfortable talking to us. For the period of May 2009 to March 2010, we have had 40,500 one-to-one chats between children and counsellors and have answered over 1,400 PIB messages. We have also seen an increase in the number of boys contacting ChildLine.