5 childhelpline 147 challenges

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5 childhelpline 147 challenges

  1. 1. Peer Exchange Workshop Kuala Lumpur 8th – 12th March 2010 147: Challenges & Opportunities
  2. 2. 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%
  3. 3. 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 %
  4. 4. 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
  5. 5. 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
  6. 6. Call Processing: Workflow New IVR-Software New Call Queue Agent Consultation Statistic Call Processing
  7. 7. 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
  8. 8. Call Distribution with ACD New call Welcome 1 Emergency 2 Problems Output Concerns Prozess 3 Info Consultations OK Statistics Information tape Barrier tape Time
  9. 9. 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
  10. 10. Skill based Routing Calls on Call Different profils Center Services Call on Service 1 Call on Service 2 Call on Service n
  11. 11. 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
  12. 12. SMS-Consulting Consulting level: SMS-Consulting 147 5 12.11.2008
  13. 13. Telephony Manager – Agent – Journal ACD-Queue, Journal für Agenten, Arbeitsplätze und Services Status Agenten, Apparate und ACD Services Kontakt-Journal, Telefonbuch
  14. 14. Call Distribution Call on 147 Call on 116111 Bern Deutschweiz Romandie Tessin
  15. 15. 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

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