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ISPCC

A telephone system with call centre capabilities to give 24-hour support to children

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The ISPCC is Ireland’s oldest and best-known children’s charity, with a long history of service delivery and advocacy on behalf of children. Now in its 25th year, Childline, a unique 24-hour listening support service for children, receives up to 2,300 calls and messages per day.

The challenge

As a charity working in a challenging economic environment, the ISPCC has to fundraise 90% of its annual income. The Childline service itself receives no statutory funding, relying on the generosity of the general public, companies and schools to maintain the service.

Their existing telephone system was ageing, unable to handle large call volumes and in need of replacement. The volume of calls received by the Childline Service has been met with a struggle with up to a third of calls going unanswered from the most vulnerable children in our society that are reaching out for support.

We were delighted when Unity Technology Solutions offered their expertise in a voluntary capacity – the new telephone system will significantly improve statistical reporting and will allow us to continue to provide a valuable listening service as we endeavour to answer significantly more calls and give children the support they need for many years to come.
Ashley Balbirnie, CEO of the ISPCC

The Benefits

As part of our Corporate and Social Responsibility Strategy, Unity offered its time and expertise in a voluntary capacity and implemented an NEC telephone system for Childline. Critical to the success of the implementation was ensuring a smooth transition with zero downtime from the old system to the new NEC system.

The new telephone system has call centre capabilities, enabling callers to be instantly routed to the next available call agent, regardless of location.

 

Childline receives no government funding and relies heavily on donations from organisations like ourselves to help run this vital service. As part of our Corporate and Social Responsibility Strategy, staff volunteered their time and expertise and we worked closely with Andrew Cooper of NEC Infrontia in securing a phone system that met with Childline’s requirements. We are delighted to work with the ISPCC, our chosen charity, in implementing a new NEC phone system nationwide and in supporting the system for the next 3 years.
David Hargaden – Executive Chairman, Unity Technology Solutions

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