Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

News : Behind the Doors of Childline's Busy Nottingham Call Centre

#contactcenterworld, @childline1098

Nottingham, England, Nov 8, 2017 -- Behind the doors of an industrial building on a quiet Nottingham street a team of volunteers dedicate themselves to supporting isolated and vulnerable children.

Childline’s Nottingham base on Church Street in Basford takes hundreds of calls every day from children and young people across the country with problems including eating disorders, suicidal thoughts and abuse.

These calls are picked up by one of 114 counsellors, ranging from students to retirees, who provide them with advice, support and a sympathetic ear.

To meet the high demand the centre is looking for more volunteers, particularly with the difficult Christmas period coming up, when volunteers are busier and vulnerable children have to spend more time with their family.

Claire Perry, 28, volunteer co-ordinator at the centre, said: "We need to be there whenever they need us most and without the volunteers this organisation would grind to a halt.



"We hugely appreciate their invaluable commitment and how they go above and beyond for us. We understand that what we ask of them is huge but they consistently deliver.

"There are shifts where we know there are children trying to contact us and we do not have enough volunteers, there is no limit to the number we need."

The volunteers work one four-hour shift a week in teams of around 12, spending three and a half hours speaking with young people up to the age of 19 either on the phone, via e-mail or increasingly through an online chat forum.

The problems discussed can range from bullying, abuse, mental health problems, eating disorders and arguments with family.

The volunteers aim to provide practical advice, such as who the children should speak to to get help, or simply to be a sympathetic listener, and to prepare them for this they receive 44 hours of training before they can start.

However there is a supervisor on hand to help with particularly difficult calls and in extreme cases, where there is an immediate risk to the child, to refer the case to the police.

Paul James, one of these supervisors, explained how they are busiest on evenings after 6pm and over the weekend, when children are home from school.

The 33-year-old said: "It is so rewarding to support young people and children who have no one to talk to.

"The most difficult are not always the high risk cases such as suicide but sometimes the ones that you least expect, the ones involving young people who are simply really isolated."

The centre is one of 12 nationally which work together to provide Childline’s 24-hour helpline, with volunteers in the Nottingham centre sometimes working tirelessly till 1.30am.

Volunteer administrator Bernice Williams, 50, said: "I am passionate about children, being a mum myself their welfare is something which is close to my heart.

"I believe our help is needed now more than in the past because of the pressures on kids such as social media, which I have seen with my own, and I wanted to help those who are alone and vulnerable."

#contactcenterworld, @childline1098

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.nottinghampost.com


About ChildLine:
Company LogoA 24-hour helpline for children
Company RSS Feed   Company Twitter   Company YouTube   Company Profile Page

Today's Tip of the Day - Outsourcing Service Agreements

Read today's tip or listen to it on podcast.

Published: Thursday, November 9, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =