Customer support

Last week, we travelled to Journeycall in Arbroath. Journeycall is a multi-channel contact centre which, like Viaqqio, is a division of the ESP Group and will be providing the customer support for Turn To Us. Ahead of the service launch later this month, we delivered Turn To Us service training and  dementia awareness to Journeycall advisors.

This was a fantastic opportunity to work with and learn from the Journeycall advisors who already provide award-winning customer support for a wide range of public transport and smartcard industries. We wanted to learn from their wealth of experience to ensure that we consider what enquiries they might receive through Turn To Us and to consider how best to handle these.

We have chosen to offer communication via email, webchat and over the phone. This is a direct response to ongoing user consultation and to allow us to offer different communication methods to suit different potential users. For example, some people living with dementia find email or webchat easier to use as it offers them more time to respond and means they don’t feel rushed.

Working collaboratively with both potential service users and contact centre advisors has enabled us to learn from both to ensure the Turn To Us service will be truly valuable.

Journeycall Training Room
Journeycall advisors attending training

Journeycall development workshop

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.

Twelve new Dementia Friends from Journeycall and Viaqqio

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.

Age Scotland Training

On Friday, Project Onwards traveled to Galashiels in the Scottish Borders to attend dementia and veteran training hosted by Age Scotland. The training is part of the Veterans Project being ran by Age Scotland and Unforgotten Forces.

The training was very thought-provoking, as it challenged the stereotypes we sometimes see with regards to veterans and those with dementia. It highlighted the need to focus on the individual whilst challenging the negative portrayal or language that can be associated with dementia and veterans.

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Dementia and veteran training delivered by Age Scotland as part of the Veterans Project

The training was a mix of presentations and interactive activities, which made it very engaging for attendees. A great example of this is the Age Scotland version of Snakes and Ladders. In the game, players can problem solve issues that people with dementia and veterans might face. The game was a fun way to learn about the services and resources that are currently available to people.

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Age Scotland’s Snakes and Ladders board game