25 years of Helplines. 25 years of Helplines

25 years of Helplines

www.connectassist.co.uk

25 years of Helplines

www.connectassist.co.uk

Samaritans

3

www.connectassist.co.uk

25 years of the Internet

4

www.connectassist.co.uk

Helplines in the 80’s and 90’s

5

www.connectassist.co.uk

jo@samaritans.org

6

www.connectassist.co.uk

Teacherline/Teacher Support network

7

1999 2000 2001 2002 2003 2004 2005 20060

50,000

100,000

150,000

200,000

250,000

Digital supportPhone calls

www.connectassist.co.uk

3-way calling

8

www.connectassist.co.uk

Contact centres

9

www.connectassist.co.uk

2006 – 2007 – Smartphones & Social Media

10

www.connectassist.co.uk

Case study: Health for Work Adviceline

11

www.connectassist.co.uk

Growth in 11 months

12

Old helpline Multi-channel service0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

Num

ber o

f enq

uiri

es

www.connectassist.co.uk

Turn2us

13Institute of Fundraising

www.connectassist.co.uk

Turn2us 2013-2104

Helpline enquiries6%

Benefit calcu-lator comple-tions (online)

94%

www.connectassist.co.uk

txtm8

15

www.connectassist.co.uk

Tiered solution

16

Online information and advice, web chat and access to services

and support

One-to-one advice and support services from contact

centre

Face to face services provided by Area Offices,

Branches and Service Centres

www.connectassist.co.uk

Royal British Legion… for every 100 service enquiries

17

Digital platform

Contact centre

62 are self-service

26 are supported by

contact centre advisers

RBL Area Offices

12 are assigned to the relevant Area

Office

38 go to the

contact centre

www.connectassist.co.uk

Royal British Legion monthly growth

18

May-1

3Jun-13

Jul-13

Aug-13

Sep-13

Oct-13

Nov-13

Dec-13

Jan-14

Feb-14

Mar-1

4

Apr-14

May-1

4Jun-14

Jul-14

Aug-140

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

Digital servicesContact centre

www.connectassist.co.uk 19

www.connectassist.co.uk

Young Women’s Trust

20

www.connectassist.co.uk

Samaritans Radar

21

www.connectassist.co.uk

GOV.UK

22

www.connectassist.co.uk

25 years of Helplines