Delivering an urgent new helpline to support vulnerable residents

The Challenge:

The client required an emergency call centre to be operational within days, staffed by experienced call handlers capable of managing sensitive and wide-ranging queries. The solution needed to be flexible to meet changing demand and ensure coverage during weekends and bank holidays.

The Solution:

Huntswood worked with the council to design the process, develop telephone scripts, and create training materials. Within five days, we trained and mobilised a team of 15 experienced call handlers, who began receiving calls from local residents, other organisations, and the voluntary sector.

Over a 12-week period, Huntswood supported more than 6,000 inbound calls and made 2,500 outbound calls to identify and assist vulnerable residents. As demand increased, we flexed capacity seamlessly, scaling from 12 call handlers operating Monday to Friday to a flexible pool of 24 call handlers, ensuring extended operating hours and uninterrupted service.

Our proven expertise in managing customer vulnerability enabled us to provide a high level of service to individuals facing challenging circumstances, earning positive feedback from callers and stakeholders.