Last week, Project Onwards travelled to Arbroath to deliver a development workshop. The workshop was hosted by Journeycall, a multi-channel contact centre which, like Viaqqio, is a division of the ESP Group. Journeycall provides expert customer support on behalf of many public transport operators within the UK.
Journeycall will be providing customer support for Turn To Us via a phoneline, webchat and email. We chose to offer three contact methods to allow individuals to contact us in their preferred way. This is a direct response to ongoing engagement with people affected by dementia. For instance, some people told us that they can struggle to communicate easily over the phone and feel rushed, whereas email gives them time to compose their message.
We were keen to introduce Journeycall advisors to the Turn To Us service and to offer them some dementia training. This excellent training, provided by Alzheimer Scotland, was very informative and helped to kick-start the conversations within the workshop. A bookcase analogy was used to explain dementia and this can be accessed here: youtube.com/AlzScot. Further training will be provided to the agents once the service is ready to go live in January.
Furthermore, we were keen to draw any insights from the agents to support the ongoing development of Turn To Us. We truly value co-design and the importance of involving a range of stakeholders during the development process. Throughout Project Onwards we have involved people living with dementia and those who care for them. At this stage, we knew the contact centre agents would offer valuable insight to: identify potential challenges for service delivery; understand how they might identify someone who requires some extra support; and consider the wider customer service we can offer. We look forward to continuing to work with Journeycall to deliver Turn To Us.