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News : Helpline for Vulnerable Still Getting 100 Calls a Day

#contactcenterworld

Devon, England, June 9, 2020 -- Volunteers who have been running a coronavirus helpline for the most vulnerable people in society says it will continue after seeing the 'unprecedented kindness' over the last few months.

A Crowdfunder has now been launched so that the helpline set up a week before lockdown started can continue its good work helping hundreds of people in the community every day.

The Torbay Community Coronavirus Helpline has taken around 9,000 calls and there are still about 100 calls for help every day - many from people with highly complex needs. The rapid response team set up to react to the most urgent calls has so far dealt with more than 2,300 cases.

The Helpline on 01803 446022 was launched on March 16 and has mostly been helping people who ran out of food or in urgent need of sometimes life-saving medications by putting them in touch with volunteers.

A spokesman said: "We intend to keep the helpline open for as long as is necessary and we are grateful to our many volunteers who are making that possible, but that is why we are asking for you to help fund it. We have seen unprecedented kindness in the last few months - people volunteering in their hundreds to help their neighbours - and we hope that can continue as we move forward.

"We will continue to provide whatever services are needed to ensure those that remain behind closed doors are not forgotten and we will continue to encourage our fantastic volunteers to remain with them wherever possible.

"All contributions, no matter how small will be appreciated by our fabulous community. Thank you. #TorbayKind"

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Although the lockdown is now easing for many, it is continuing for those who need to self-isolate or are shielded and they sometimes still need essential services such as shopping, prescription collection and telephone befriending.

The Helpline is no longer seven days a week. Now it is staffed by teams of five between 10am and 6pm, Monday to Friday, and on Saturday from 9.30am to 12.30pm.

"Calls are still running at around 100 a day and callers have increasingly complex needs," a spokesman said.

"The Helpline is an unprecedented partnership between some of the most prominent charities in the Bay including Torbay Community Development Trust, Age UK Torbay, Healthwatch Torbay and Citizens Advice Torbay and all have provided staff and volunteers to keep the helplines running."

Pat Harris Chief Executive of Healthwatch Torbay & Engaging Communities Southwest said: "We have provided support to the Torbay Community Helpline since lockdown began, as part of a formidable collaboration of local voluntary and community organisations.

"Although we have continued to deliver our day to day services, albeit from remote locations, we were keen to support the invaluable lifeline the community helpline has provided.

"We have already seen a change locally in the number of people continuing to access health and care services. As we transition to a recovery phase we need to ensure local people feel confident in using services that are likely to be delivered very differently than before especially around accessibility.

#contactcenterworld

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


Today's Tip of the Day - Do You Really Look After Your Best Customers?

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

Published: Wednesday, June 10, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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