Migrant Help

VIA UC
Charity
200

UK charity Migrant Help deployed a cloud-based communications system from VIA to increase efficiency within its call centre and to boost workforce connectivity across the entire organisation.

Challenge

In 2013, Migrant Help decided to build a dedicated call centre in Dover to supplement the work being delivered at its local advice centres. The construction of the contact centre provided an opportunity to overhaul its existing communications systems across the entire organisation. With plans in place to recruit 40 new call centre representatives, Migrant Help needed a platform that allowed employees to efficiently communicate with support staff, interpreters and colleagues based at other locations.

Solution

The charity was introduced to VIA through its consulting partner Shore Tech Systems and was impressed with the company’s tailored telephony and communications solution that is hosted in the cloud. The VIA UC solution - which incorporates Microsoft Skype for Business - was personalised to fit the requirements of Migrant Help and VIA’s developers built additional bespoke functionality to provide the charity with a product that ticked all the boxes.

The platform allows staff to talk, instant message and email each other across a variety of devices, such as landlines, smartphones, PCs and tablets. Significant efficiency gains have also been achieved by deploying a conferencing feature, where call centre representatives can draft in an interpreter or a colleague, to provide extra support or assistance when required. As a result, the charity has drastically reduced the average time it takes to provide assistance.

The solution boasts a multiple language-based routing system that allows asylum seekers to receive information in a language they can understand. In addition, Migrant Help has deployed a feature that delivers automatic audio messages, providing callers with regulatory information in their chosen language


Due to the increase in efficiency on the phones, and by reducing the unnecessary phone calls and emails to ascertain the availability of colleagues and interpreters, we have seen our call handling traffic grow to over 40,000 calls per month. Meanwhile, our staff have rapidly adopted the new technology and we have seen the use of instant messaging grow tenfold – cutting down the amount of time-consuming emails people have to respond to.”
Iain McArthur, Director of Corporate Services and Deputy CEO, Migrant Help

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