The mhhp Virtual Call Centre (VCC), a national system of networked telephony, is now in its ffith successful year. A third of member helplines, with more joining all the time, use the system to provide over 50 distinct services and benefit from:
- Greater flexibility and quality with better local control. For example workers can log on from any location (including home) so that calls are delivered to the person best able to help the caller. Meanwhile supervisors are able to update all aspects of the service and view performance real time via the internet.
- Increased connectivity between helplines within and outside the Partnership. This offers the ability to share calls with other locations when the initial helpline is closed or busy. Advisers can also transfer calls to specialists offering a one stop shop without the caller re-dialling.
- Improved management information. Helplines have access to comprehensive statistical information, much of it real time enabling them to plan services to truly meet the needs of callers.
- Amazing value for money. Through the buying power of the Partnership's economies of scale these and many other benefits can be provided at class leading rates and without the need for helplines themselves to invest in costly technology.
Added Value Options
As well as great inbound call handling the mhhp VCC can also offer SMS/Text, live webchat and outbound calling. A further innovation is that helpline workers now have the facility to online chat via the VCC with colleagues for advice and support. This is particularly helpful for remote or home workers.
"The VCC is a vital tool for our work and has made a great difference to our helpline."
Head of Services, beat
"The helpline has made things bearable. I can cry, talk or just listen to them."