by Elena Doperchuk | Aug 6, 2026 | Industries
Helpline metrics are among the most misunderstood parts of running a support service. Ask someone what a helpline does, and they will usually describe a contact centre. Phones ring. Someone answers. A queue builds at busy times. It is an easy assumption to make, and... 
by Elena Doperchuk | Jul 6, 2026 | Industries
Summer doesn’t make demand more predictable. It makes flexibility more important For 35 years, we’ve worked alongside charities, helplines, NHS services and public sector organisations across the UK. During that time, we’ve supported hundreds... 
by Elena Doperchuk | Jun 17, 2026 | Announcements, Business Solutions, Healthcare
We’re proud to announce that Call Handling Services has achieved “Standards Exceeded”, the highest rating, in the NHS Data Security and Protection Toolkit (DSPT) 2025-26 assessment. In a sector where data breaches can have serious consequences for... 
by Elena Doperchuk | Mar 18, 2026 | Industries
Artificial intelligence is rapidly becoming part of modern communication services. From call transcription and automated summaries to intelligent routing and AI-powered assistants, AI is transforming how organisations manage conversations with the people they... 
by Elena Doperchuk | Nov 27, 2025 | Industries, Customer Engagement
Digital channels are rising and shaping a new reality for service design. Across the UK public sector, digital contact has seen a dramatic rise. Helplines, NHS services, and local authorities are experiencing: sharp increases in webchat and messaging, more users...
