Empowering 1,600 Samaritans Volunteers with a Virtual Contact Centre
Simple. Reliable. Always available — so volunteers can focus on saving lives.
1,600+
Volunteers Enabled
Real-Time
Enterprise-Wide Statistics
Multimodal
Voice, Chat, Email
The Challenge
☎️
Fragmented tools distracted volunteers from supporting callers.
💬
Limited IT support meant the system had to work every time.
📧
Fear of unfamiliar tech risked undermining volunteer confidence.
Our Discovery Approach
Workshops
Listened to volunteer needs and fears.
Journey Mapping
Mapped log-in to live contact to spot friction.
Problem Prioritisation
Focused design on simplicity and resilience.
The Solution: A Virtual Contact Centre
Consolidated tools into a single, intuitive interface, removing unnecessary complexity.
The Impact
1,600+
Volunteers Empowered
100%
Remote Management
Real-Time
Enterprise Visibility
The Outcome
Clean, Intuitive Interface
Unified workflows keep teams focused on the customer.
- Single workspace with knowledge, automation, and context.
- AI prompts remove repetitive data entry.
- Supervisors see performance in real time.
Multiple Windows, Confusion
Agents switch between systems while customers wait on hold.
- Manual copy and paste across CRM, email, and telephony.
- No shared timeline of previous interactions.
- High error rates and compliance risk.
“The technology just worked — and that meant I could focus on the person on the other end of the line.”