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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
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
