As the UK’s leading children’s charity, the National Society for the Prevention of Cruelty to Children (NSPCC) aims to protect children and prevent abuse. And it has helped more than 10 million children over its long history. Services include Childline, there for worried young people who have nowhere else to turn, and the NSPCC helpline for adults who are worried about the welfare of a child or who have suffered abuse themselves.
The NSPCC relies on more than 1,300 part-time volunteers across 12 service centers to keep these services running. Answering every call is its top priority, but with volumes rising, an aging IT infrastructure made it increasingly difficult to meet that goal. Inability to link case management, resource planning and other back-office systems added to the challenge.
“Each service center comes online at different times of the week, so we have many short-shift patterns to manage,” said Ray Bilsby, CIO for NSPCC. “Also, with youngsters today preferring to use online tools rather than call, we wanted to extend reach and improve access by adding digital and social channels, while still keeping privacy top of mind.”
Exceeding ambitious project goals
The charity embarked on its most complex technology challenge. Implemented by its partner Connect, the solution blends calls, email and webchat using the Genesys Engage product, integrated with Zoom recording and Microsoft Dynamics CRM applications.
“Complementary products and reliable support showed value for money,” said Bilsby. “We’ve invested in new online tools, like unified desktops and softphones, and made our website more user-friendly. We’ve opened up opportunities that once looked a million miles away.”