01 - 03 April, 2019 | London, UK

Gordon Gillespie

Head of Programmes and Projects

11:55 AM Case study: Improving helplines to help more children

The way that children and adults contact us is changing and so is technology. There are more contacts late in the evening and chat has become the most popular channel, winning out over phone and email. The NSPCC has had to make significant changes to processes, technology and the way resources are organised in order to help more children in crisis with limited volunteer resources. Gordon will share how he approached this major improvement programme, including:
  • Using forecasting software to analyse patterns in demand and how this has improved our ability to plan our help line resources
  • Improving switchboard and routing processes to improve response to urgent contacts 
  • Reducing silent chats
  • Simplifying the referral and assurance processes
  • Our next steps including exploring many-to-many chat rooms and revised recording approaches 

Check out the incredible speaker line-up to see who will be joining Gordon.

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