Make-A-Wish UK has embraced a technological advancement in its communication systems by integrating Microsoft Teams 365 Call Analytics and Call Recording. This strategic development aims to bolster engagement with the charity’s supporters and families by optimising and streamlining internal communications, an evolution from the charity's existing use of Microsoft 365 Collaboration Analytics.
Oli Wilson, who serves as Technology and Workplace Manager at Make-A-Wish UK, described the new integration as transformative. He emphasised that the charity is now equipped to track missed calls, comprehend peak call times, and ensure that each supporter or family member is directed to the appropriate person efficiently — capabilities that were limited under their previous on-premise system.
The implementation of Microsoft's analytics tools is seen as a crucial step for Make-A-Wish UK, allowing the charity to continually hone its communications strategy. The charity now leverages tools that monitor call volumes, durations, and outcomes, which in turn help enhance supporter engagement and improve relations — crucial elements for ongoing funding and support.
According to Wilson, the charity can now discern trends in interactions, leading to insights into effective practices and areas needing improvement. Notably, the 'thank you' calls, typically lasting between 10 and 15 minutes, reveal a strong desire among supporters to engage with the organisation on a personal level.
Additionally, Make-A-Wish UK is set to enhance its Experience and Fundraising teams' capabilities by recording all external calls on Teams Phone, directly linking these to a Salesforce contact. This direct link offers the ability to swiftly address queries by reviewing the contact record and call details.
Furthermore, Make-A-Wish UK is incorporating AI-powered functionalities from Analytics 365 to transcribe calls and analyse sentiments. This integration allows the charity to recognise trends and recurring queries, thereby ensuring each interaction is managed diligently and with precision.
The AI-driven analytics also present opportunities for improving the experiences of the charity’s employees alongside those of its supporters. By identifying patterns indicative of potential overwork, the charity can take preemptive actions to boost team engagement and performance, thereby supporting employee well-being.
Tollring’s advanced Analytics 365 Call Analytics and Recording services underpin this technological expansion. Make-A-Wish UK is the first to utilise Tollring’s comprehensive offering. Wilson underscored the importance of the SaaS integration, noting that it allows the charity to fully utilise state-of-the-art technology to scale its communication efforts and engage supporters more effectively.
In conclusion, this substantial technological upgrade signifies Make-A-Wish UK's commitment to enhancing operational efficiency and fostering stronger connections with its audience, positioning itself at the forefront of innovation within the charitable sector.
Source: Noah Wire Services