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.