5 childhelpline 147 challenges

Peer Exchange Workshop Kuala Lumpur 8th – 12th March 2010 147: Challenges & Opportunities

Challenges and opportunities Increase in calls 300'000 from 18‘000 to 300‘000 Entgegengenommene Anrufe andere 250'000 0.2% Beratungs- Test gespräch 24% 66% 200'000 150'000 Test calls and still 5.3% 100'000 Geld, Finanzen 1.1% silent calls falsch andere verbunden 300'000 50'000 Suizidalität Erwachsene 1.8% 0.5% Fachperson 1% andere Entgegengenommene Anrufe Belästigung 250'000 4% Sucht 4.4% 1% 0 Variety of concerns Beratungs- 0.2% Eltern, Verwandte 200'000 1999Test 2000 2001 2002 2003 2004 2005 2006 2007 Unwohlsein 1% gespräch 5.5% Jahre bis 10 24% from low-level bis emergency über 18 Jahre 66% Gewalt 150'000 5.8% 3% 3% 100'000 Gesundheit 6.1% 15 - 18 Jahre 50'000 Schule, Beruf 26% 8.4% Geld, Finanzen 0 1.1% still Trend to mobile phones andere Familie 1999 2000 Suizidalität 2001 5.3%12.3% 2004 2002 2003 2005 2006 2007 1.8% falsch Erwachsene Liebe 13.2% from 20% to 90% in 6 years 1% Fachperson Sucht verbunden 4.4% 1% Freundschaft 0.5% 15.3% Eltern, Verwandte 11 - 14 Jahre 1% Unwohlsein Belästigung 5.5% bis 10 Jahre Sexualität 65% 26.1% über 18 Jahre 4% 3% Gewalt 5.8% 3% Gesundheit 6.1% 15 - 18 Jahre Schule, Beruf 8.4% 26% Familie 12.3% Liebe 13.2% Freundschaft 15.3% 11 - 14 Jahre 65% Sexualität 26.1%

147: Situation in 2007 Total calls (N = 270‘000) Counselling Test calls Other calls 22 % 38 % 40 % Silent Other calls Harassment calls 1% 6% 33 %

147: Intervention levels 1. Technical level: recognise all emergencies immediatly 2. Consulting level: relieve the help-line of low-level- inquiries 3. Scientific level: resarch of test calls and silent calls 4. Informing the target group: DVD

Technical Intervention: Contact Center user Children user user user user user user user user Consultants user user user com p ute r user user user user user user computer user user user user user user co mp u te r user co mp u te r user user user user user user server user user user user user user

Call Processing: Workflow New IVR-Software New Call Queue Agent Consultation Statistic Call Processing

Save time with automated processes Manual call mediation (traditional method) Manual Consultation + manual Output New call Welcome workflow switching Process Automatische Anrufverteilung Consultation with Time saved New call automated workflow + output Time

Call Distribution with ACD New call Welcome 1 Emergency 2 Problems Output Concerns Prozess 3 Info Consultations OK Statistics Information tape Barrier tape Time

Effect of the ACD Queue Without ACD Queue With ACD Queue Only 8 from 15 calls 15 from 15 calls are answered are answered ACD Queue with announcement Zeit

Skill based Routing Calls on Call Different profils Center Services Call on Service 1 Call on Service 2 Call on Service n

Relieve help-line of low-level-inquiries Consultation - Helpline 147 - SMS conaultation147 - Chat Missusage 1 - 147.ch Interactive Caller has to choose: Information Tapes Caller doesn’t 1: Emergency accept Incoming call 2: Consultation Caller listen and accept 3: Information Missusage 2 Sanctions barrier tape

SMS-Consulting Consulting level: SMS-Consulting 147 5 12.11.2008

Telephony Manager – Agent – Journal ACD-Queue, Journal für Agenten, Arbeitsplätze und Services Status Agenten, Apparate und ACD Services Kontakt-Journal, Telefonbuch

Call Distribution Call on 147 Call on 116111 Bern Deutschweiz Romandie Tessin

Abstract: Interventions technical and intervention levels 1. Notruf Bestätigung durch Anrufer 2. Beratung Warte- Telefon IVR Auswahl schleife/ Beratung Infoband 3. Information Ok Früherer leichter Bestätigt Eingehender Nummern Missbrauch Belehrung Anruf Erkennung Nicht bestätigt Früherer schwerer Missbrauch Zeitlich befristetes Sperrband

5 childhelpline 147 challenges

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