Shelter integrates ‘all channel’ contact operations

New contract with ICT service provider GCI sees charity adopt a Skype for Business Contact Centre solution across all its 44 sites.

Just 30 housing advisers spent an average of 25 minutes talking to each of the 60,580 people helped by Shelter last year.

Additionally, 26,599 were assisted via web chat and 5.6 million face to face.

With homelessness on the up something had to give.

Today (April 12) ICT Service Provider GCI confirms a significant Skype for Business Contact Centre contract with Shelter, using the latest cloud-based technology to run a more flexible Contact Centre.

With its helpline open 365 days a year, Shelter is often the first call for those facing housing crisis.

Stuart Moore at Shelter, said:  “Last year, staffed by just 30 housing advisers we spent an average of 25 minutes talking to each of the 60,580 people that we helped last year.

“Additionally, we assisted 26,599 via web chat and saw 5.6 million people face to face.

“It is vital that we look to improve our service still further.

“This means integrating our operations more closely across channels whilst having the ability to scale up when we need to.

“Using GCI for this deployment will help us do that.”

GCI will deploy a Skype for Business Contact Centre solution across all of Shelter’s 44 sites.

The solution – delivered in conjunction with Enghouse Interactive – leverages the power of Microsoft’s market-leading Unified Communications software Skype for Business.

Since it takes an omni-channel approach, all users will receive the same level of service regardless of whether they choose to get in touch by phone, online chat or social media.

The benefits are pitched as numerous, including the ability to balance call routing and queueing, an easy-to-use interface, and proactive insights in real-time.

Expected results include increased single service resolution (SSR) and better efficiencies.

Peter Watson, senior solutions consultant for Not-for Profit and Housing at GCI, said: “We’re delighted to be able to support such a worthwhile charity in enabling them to do even more good.

“Failing to help even one person is unacceptable for Shelter, and we are confident that this solution and our partnership will enable them to successfully reach more people more quickly than ever before.”

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