Background

With 6.5 million carers across Great Britain, charity organisation Carers UK was set up nearly 50 years ago to offer support to unpaid carers looking after family or friends. Providing a telephone advice line to help sustain carers with emotional support and guidance, they recently appointed 10 home-based volunteers to complement the 2 office based advisors who collectively handle over 100 calls a day. 

The solution

Carers UK identified a need for call recording to support this pilot ‘volunteer project’ and when deciding on a system to adopt, sought advice from the telephone helpline association in recommending vendors. OPEX Hosting came out top on value for money and providing vital features,

Emily Hodge, Project Manager at Carers UK said “the call recording system was easy to implement, user friendly and easy to manage following a brief training session. After a one month trial, I was keen to  continue using OPEX as the customer service was second to none and the shift changing function was easy to administer.” Receiving calls on their advice helpline the OPEX call routing function enables the volunteer on duty to take the call from the comfort of their own home, a key factor in being able to offer quality and compassion-ate listeners.

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