The goal at Mind Helpline: anyone who contacts us by phone or online should be helped within half an hour.
MIND Helpline is a national organization that offers anonymous, professional, psychological and psychosocial help. Their goal: to help anyone who contacts them by phone or online within half an hour. To ensure this, their number one priority is optimal accessibility. With our Pegamento Contact Center regulates MIND Helpline all its communications in one place with the result: faster switching between calls, shorter waiting times and help seekers faster helped.
MIND Helpline works with psychologists and social workers to help anyone who contacts them by phone or online within half an hour. With practical tips, individual advice and personal feedback. And where necessary also with a referral to regular care or help. To ensure this, their number one priority is optimal accessibility.
Therefore, the organization sees many advantages in an omnichannel platform. At present, all incoming communication arrives fragmented via phone, mail, chat or WhatsApp. And so does (customer) information. Helpers have to monitor different channels and search longer for all (customer) information to provide the right help. In addition, there is a need to analyze much better what the busyness is on the lines and how they can respond well to it with the schedule planning.
MIND Helpline also sees opportunities in improving and personalizing contact. Now, calls come in through the channel of choice. A triage operator does an initial check and then forwards the call to the most appropriate social worker. How nice would it be if incoming calls were forwarded directly to a social worker who is available?
To optimize accessibility, MIND Helpline found the solution in the Pegamento Contact Center, omnichannel. This way, the social workers receive all incoming communication, and thus all (customer) information, on one platform. This allows them to keep records better and switch calls faster.
In addition, the omnichannel MIND Helpline offers the possibility of greater automation of the triage process. With this, she can, for example, choose to put a request for help directly through to a social worker without the intervention of a triage operator, thereby shortening queues and helping those seeking help faster.
Reporting is also one of the tools the organsiation plans to deploy. By monitoring conversations, it can keep an eye on peak moments in order to deploy aid workers as efficiently as possible. But also reporting on trends and topics being discussed, in order to pick up signals from society and respond to them.
All with the goal of helping anyone asking for help move forward with a conversation within half an hour.
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