connect assist overview
TRANSCRIPT
April2011
Introduction to Connect Assist
www.ConnectAssist.co.uk
About Connect Assist
Connect Assist is a social
business created by a
charity. Our purpose is to
provide support, services
and technology to the
Third Sector and to create
jobs and growth
opportunities for people in
the Welsh Valleys
Company background
2Introduction to Connect Assist
www.ConnectAssist.co.uk
About Connect Assist
Connect Assist is:
A social enterprise based near Cardiff
A provider of transformational helplines and customer experience technology
for the third and non-profit sector
A provider of e-service and e-CRM software platforms for charities and public
bodies
Company backgroundWho are Connect Assist, and what do they do?
3Introduction to Connect Assist
www.ConnectAssist.co.uk
Focus on the Third Sector
Connect Assist works for charities and the third sector
Understanding of the Sector
We are a recent ‘spin out’ from a successful charity
Purpose to provide the best helpline and technology approach to charities
Many of our staff from third and public sector contact centres
Chief Executive with over 30 years experience in charities and social
enterprises
Our helpline services are focused on
Individuals requiring information and support
Organisations seeking information and signposting
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Helping the Third Sector do more with less
Connect Assist is a ‘next generation’ contact centre for the charities and voluntary organisations
Introduction to Connect Assist
www.connectassist.co.uk
Current clients
Our current client portfolio
We provide services for a number of organisations, including
5Introduction to Connect Assist
www.ConnectAssist.co.uk
Multi-channel systems
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Self-assessment
Telephone calls
Surveys and feedback
Support online
Information and resource centre
Mobile applications
Face to face
e-service system
Using e-service CRM as a support hub
Facebookapplications
Living Well - Introduction to Connect Assist
www.connectassist.co.uk
Expertise in channel switching
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0
50000
100000
150000
200000
250000
2004 2005 2006 2007 2008 2009
Nu
mb
er o
f co
nta
cts
Agent assisted incidents Online self-service
Teacher Support Network growth through online channels
Introduction to Connect Assist
www.connectassist.co.uk
Case study: Teacher Support Network
Increased cost-effectiveness
Cost per incident has reduced significantly
8Introduction to Connect Assist
£0.00
£5.00
£10.00
£15.00
£20.00
£25.00
£30.00
£35.00
£40.00
£45.00
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
Co
st p
er in
cid
ent
www.ConnectAssist.co.uk
Our services
Integrated communication systems
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Multi-channel helpline services:
Money and debt advice
Counselling and emotional support
Job seeking and readiness coaching
Dealing with mental health
problems
General advice and support
Integrated e-service systems:
Self-learning knowledge base
Online user journeys
People support and engagement
Online assessment tools and
surveys
E-mail marketing
Living Well - Introduction to Connect Assist
www.connectassist.co.uk
Customer and service user quotes
“The team at Connect Assist impressed us with their understanding of our
organisation. This coupled with their innovative solutions and ability to harness the
latest technology made them an obvious choice when we decided to review our
service requirements”
Sir Stuart Etherington, Chief Executive, National Council for Voluntary Organisations
“We have worked with Connect Assist developing our new software programme for an
online assessment process. They have been extremely helpful and creative in coming
up with ideas and in guiding our thought process in developing this software multi-
channel delivery”
Chief Executive, Helplines Association
MDF the Bipolar Organisation received more calls in one week than in an entire year
following an EastEnders story line and publication of their details by the BBC. Connect
Assist’s 24/7 helpline fully coped with this demand
10Introduction to Connect Assist
www.ConnectAssist.co.uk
Committed to quality and high standards
Green Dragon – environmental standard
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Quality marks
Introduction to Connect Assist
ISO 9001 – quality of services and business processes
ISO 27001 – data security standards
Helplines Association – quality standard for helplines
London Advice Services Alliance – IT systems
www.connectassist.co.ukT: 01443 827600E: [email protected]