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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Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.
Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.
In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.
The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.
This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.
How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.
Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.
I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.
Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.
But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!
This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.
Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.
The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.
Feeling gives life and differentiation!
