Telecoms World PLC
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CASE STUDY

Talk To Frank is a national drug education service jointly established by the Department of Health and Home Office of the British government in 2003. Their intentions are to educate teenagers and adolescents about the potential effects of drugs & alcohol and reduce the use of all forms of drugs; legal and illegal. They offer a free helpline open 24 hours a day, 365 days a year as well as contact by email, textphone and text message.

The challenge

Talk To Frank have numerous support centres across the country and in particular a centre in Brent, London, required a phone service to provide support to people with alcohol and substance abuse, as well as for friends and family to call. They needed to have better understanding of their incoming calls and the ability to route calls through to alternative numbers to ensure they managed their staff levels appropriately.

Telecoms World Solution

We supplied Talk To Frank with an 0800 Freephone number, to encourage more people to use the service as it is free to call from all UK landlines and mobile phones. Call Analytics also provided them with complete insight in to where their calls were coming from, any repeat calls and also busier times through the week. Along with To route calls on demand, which enabled them to route calls through to alternative numbers to ensure staff levels were managed, Telecoms World were also able to route calls to an external call handling service for any overflow calls or calls received out of hours.

Results

Talk To Frank, Brent support centre was extremely happy with the way their calls could be managed and found they received higher call volume with a Freephone number. By having detailed information on their incoming calls, allowed them to re-route their calls accordingly so that staff levels were appropriate at all times. However, they were extremely pleased at having the external call handling service to offer their callers an “always there” service.

Customer Requirements

  • Greater call insight
  • Freephone number
  • Call Routing
  • Manage high call volumes• Manage high call volumes

Solution Components

  • In-depth Call Analytics
  • Memorable 0800 number
  • Online access to Call Routing
  • External call handling service