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News : Dorset's Volunteer IT Helpline Rises to Coronavirus Challenge

#contactcenterworld

Dorset, UK, June, 2020 -- Dozens of computing volunteers have been helping people in Dorset see their loved ones for the first time in months thanks to an IT helpline.

Dorset Digital Champions switched to a telephone service in March after it was forced to cancel face-to-face sessions.

Advisers said they had received some challenging and heartbreaking calls from people wanting to get online or use video conferencing.

Those using the phone service have said they "would be lost" without it.

The Dorset Council-run scheme involves about 75 volunteers who, before the pandemic, offered IT sessions in libraries, helping about 200 people a month.

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'Such a difference'

Volunteer Andy Taylor, who previously ran sessions in Sherborne, admitted to getting "a little warm feeling" when people he had helped with video calls were finally able to see and speak to their families.

He said: "The typical call is from people wanting to use Zoom but there has also been much more serious stuff.

"One person who we are still trying to help has no broadband, is poorly covered by mobile phone signal and that's a really challenging problem at the moment."

Team leader Penny Syddall said: "Some of the calls are heartbreaking - people living alone whose husband or wife are in a care home and they have gone from seeing them regularly to not seeing them for two months."

Wendy Upton, 78, started using the helpline after sessions at Wyke Regis Library were stopped.

She said: "It's not the same as being face to face but it still makes such a difference. I would be lost without it.

"I'm now emailing at long last. I look things up on Google and do some online shopping. My main communication is with my church, which has helped me quite a bit."

The helpline is open to Dorset residents on weekdays between 10:00 and 12:00.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.bbc.com


Today's Tip of the Day - Choosing A Solution

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

Published: Monday, June 8, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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