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Gaining insight from call centre records

Porchlight
Porchlight is a Kent-based charity for people who have nowhere to go and no-one to turn to. Some are living on the streets, others need support to prevent or resolve any issues that could put them at risk of homelessness.

23 | 02 | 2023

Porchlight run a call centre through which they co-ordinate their services. The problem we addressed was how to draw information and insight from the call centre records.

Measuring Impact

International Mixed Ability Sports (IMAS)
International Mixed Ability Sports has a vision to radically change the way we think of, join in and enjoy sports, leading to a fairer and more equal society.

24 | 07 | 2019

Evaluating the Mixed Ability model, creating a strategy and collecting monitoring data as evidence of value.

Understanding the Effectiveness of Training & Development

Pursuing Independent Paths
A charity supporting adults with learning disabilities to achieve their potential.

10 | 08 | 2017

How to aggregate and analyse the data to understand trends and overall effectiveness.

Improving Performance by Redesigning Shifts

Crimestoppers
A charity that helps solve crime through members of the public providing information anonymously.

Man using telephone headset in open plan office

07 | 06 | 2017

How to take on new business and improve performance without a big increase in staffing costs.

Understanding the Benefits of a Social Care Programme

The WAVE Trust
A charity that improves the welfare of children through preventing child maltreatment.

13 | 12 | 2013

How to understand the cost and benefits to support their business case for funding.

Using Transactional Data to Know Your Audience

Bloodwise
A charity that provides support to the people affected by blood cancer

01 | 01 | 0001

How to understand transactional data on different groups of supporters and what makes these groups different.