Hearing

Optimises reachability for even better assistance

MIND Korrelatie is a national organisation offering anonymous, professional, psychological, and psychosocial support. Their goal: to help anyone who contacts them by phone or online within half an hour. To ensure this, their number one priority is optimal accessibility. With our Pegamento Contact Centre, MIND Korrelatie regulates all their communication in one place, with the following results: faster switching between calls, shorter waiting times, and quicker support for those seeking help.

MIND Korrelatie is een landelijke organisatie die anonieme, professionele, psychische en psychosociale hulp biedt. Hun doel: iedereen die telefonisch of online contact opneemt binnen een half uur verder helpen. Om dit te waarborgen is hun nummer één prioriteit een optimale bereikbaarheid. Met onze Pegamento Contact Center reguleert MIND Korrelatie al haar communicatie op één plek met als resultaat: snellere schakelingen tussen gesprekken, kortere wachttijden en hulpvragenden sneller geholpen

Optimaliseert bereik voor nóg betere hulpverlening

Customers served! 100 Contacts processed via telephone, chat, WhatsApp, and mail

Customers served! 100 Shelter provided after help-seekers initiated contact

From fragmented communication to structure

MIND Korrelatie works with psychologists and social workers to help anyone who contacts them by phone or online within half an hour. They do this by providing practical tips, individual advice, and personal feedback. And where necessary also a referral to conventional care or help. To ensure this, their number one priority is optimal accessibility.

Therefore, the organisation sees many advantages in an omnichannel platform. Currently, all incoming communication arrives in a fragmented manner via phone, mail, chat, or WhatsApp. And so does (customer) information. Aid workers have to monitor different channels and spend more time searching for all (customer) information to provide the right assistance. In addition, there is a need to better analyse the pressure on the lines and to determine how to respond to this properly via employee scheduling.

MIND Korrelatie also sees opportunities for improving and personalising contact. Now, calls come in through the channel of choice. A triagist does an initial screening before forwarding the call to the most appropriate counsellor. How great would it be if incoming calls were forwarded directly to a counsellor who is available?

All communication organised in one place

To optimise accessibility, MIND Korrelatie found the ideal solution in the Pegamento Contact Centre and omnichannel. This way, care workers receive all incoming communication, and thus all (customer) information, on one platform. This allows them to keep better records and to switch between conversations more quickly.

In addition, omnichannel enables MIND Korrelatie to further automate the triage process. This allows them to, for example, choose to put a request for help through to a counsellor directly, without the intervention of a triage worker, thereby shortening queues and helping people more quickly.

Reporting is also one of the tools the organsiation plans to deploy. By monitoring conversations, they can keep an eye on peak moments to allocate care workers as efficiently as possible. This also enables them to report on trends and topics being talked about, so that they can pick up on signals from society and respond accordingly.

All of this is done with the aim of assisting help-seekers through conversations within half an hour of their reaching out.