Background

Young Minds is the UK’s leading charity championing the wellbeing and mental health of young people. The charity exists to give young people the strongest possible voice in improving their mental health, and they strive to ensure that everything, from Government policy to practice in schools and services, is driven by young people’s experiences and aspirations.

One of the services Young Minds offers is a Parents Helpline to assist parents and carers in supporting young people through, what can be, very difficult times. The charity has used Call Handling’s Virtual Call Centre (VCC) to run its Helpline for a number of years, before deciding to try a different solution a couple of years ago.

We were disappointed to lose Young Minds as they are a really exciting and ambitious charity to work with. So we were delighted last year when Young Minds asked to reinstate Call Handling VCC, as their current software provider was not matching up, in terms of the system functionality or levels of support that they expected.

“The Call Handling solution offers everything we need, without overcomplicating anything”. Emma Saddleton, Helpline Operations

Requirements

When Emma Saddleton, Helpline Operations Manager at Young Minds, was managing the process of replacing the charity’s call centre software, there were four factors she wanted the system to fulfill: relevant functionality, excellent reporting capabilities, easy navigation and a high level of vendor support.

After working with another provider, Young Minds had a very clear picture of how Call Handling’s VCC compares to other solutions out there. As Emma explains: “The Call Handling solution offers everything we need, without overcomplicating anything”.

Virtual Call Centre

Young Minds recruits new Helpline volunteers four times a year. It was really important to the charity that their call handling system was intuitive; so that volunteers could learn the ropes very quickly, and ultimately concentrate on supporting callers to their helpline.

Call Handling’s Virtual Call Centre (VCC) solution has four main functionalities for each call taker: available/wrap up/ rest and log out. Helpline advisers can see what function they (and all other Helpline advisers) are in, whilst supervisors can override and place any Helpline adviser in another function as and when required

There is so much for a new trainee to learn that having a streamlined and easy to use online system just makes it all feel a little easier in those early days. Emma Saddleton, Helpline Operations

With VCC, Young Minds can teach a new trainee how to use the system within 15 minutes.

“That’s not an initial session – that’s the whole training from start to finish,” says Emma. “There is so much for a new trainee to learn that having a streamlined and easy to use online system just makes it all feel a little easier in those early days.

“It also means that we make efficiency savings in the short and long term as staff time isn’t spent delivering further training and troubleshooting because the system just works and is easy to navigate.”

Benefits

Ease of use

Since implementing VCC, Young Mind’s volunteers have expressed how quick and easy the system is to use, enabling them to focus on what really matters – service delivery. This has resulted in a boost to staff and volunteer morale, according to Emma.

Reporting capabilities

The charity is also able to access statistics reports at the click of a button. There are additional reporting specifications that Young Minds would like to see added to the system, and Young Minds have been impressed at our response to their feedback.

Customer support

“Call Handling have taken the time to really listen and are now looking to increase their reporting offer to all customers. Having a good relationship with a provider that wants to find solutions when technical problems arise, or development or reporting requirements evolve, is really important.”