If you’re like most helplines, you have several repeat callers who use your services regularly, often more than once per day. Having access to empathetic listeners brings comfort to those with chronic and persistent mental illnesses or developmental disabilities. They access your hotline as a part of their repertoire of daily activities and coping skills that keep them feeling supported and grounded.
They’re an important part of the work you do and they need your services, but have you stopped to think about how their calls affect your statistics?
Data collection on all calls, including those from your repeat callers, is very important. But one individual calling multiple times can skew your numbers on things like gender, age, race, and issues.
One thing we suggest is that you add a question on your Call Report that simply asks your phone worker whether or not the call being logged is from a repeat caller, with ‘Yes’ or ‘No’ options for the answer. This question could also be included on the ‘background’ tab of repeat caller profiles so it can automatically be collected when that profile is used.
If there comes a time where you need to exclude repeat calls from your data, now you have the option to do so. When it comes time to run a statistical report, add that question as a Call Content Filter. Select ‘No’ as the filter if you’d like to exclude all of your repeat callers from that report. A filter with the answer ‘Yes’ will show you just your repeat callers’ information. Applying no call content filter at all will show data from all your callers, repeat and non-repeat.
On November 20, 2013 at the United Nations Headquarters in New York, Child Helpline International presented their statistical findings after 10 years of receiving calls, emails, texts, and chats from children around the world. We were honored to have Shelley of the iCarol team on site to witness the momentous occasion.
Some highlights from their presentation that we thought you would find interesting:
- Over 4 million children and young people reported a form of abuse or violence
- Immediate or extended family commit 58% of the physical abuse reported
- 60% of abuse and violence were reported by girls
- Over 25% of school-related problems are due to bullying
- Most bullying takes place at school
- Over 30,000 contacts about cyber-bullying since 2011
- Over 60,000 contacts from children who were abandoned
- 220,000 children made contact because they needed food, resources, or financial aid
- 140,000 contacts from children having trouble accessing health services
- 40,000 contacts from children expressing an inability to access education
Want to see the full report? You can download it here.
Congratulations to Child Helpline International for 10 years of incredible service helping children all around the world.
Feedback is critical to your phone workers’ professional growth and skill enhancement. Without it, call takers might feel left in the dark and unsure of whether they are doing a fantastic job or totally missing the mark.
Do you regularly take time to give written feedback to your call specialists? Devoting even a half hour of your day to reading call reports and giving written feedback can remind your call takers that you are taking quality assurance seriously and that someone reviews their call documentation. Something as simple as a “Nice work!” or “Good job with this one!” can encourage a phone worker after a difficult call.
If the call report leaves you asking questions or wishing they had done more, then the feedback area of the call report can be a great place to ask some questions or give suggestions on how to handle similar situations in the future. If you choose to make the feedback viewable to your other workers, it can serve as a training tool to them, though sometimes private feedback is best. And though written feedback is likely the quickest and least time-consuming method, consider those times when a phone call or in-person processing of the call may what your phone worker really needs.
Want some tips on how to incorporate call reports and/or feedback into your management plan?
- Use the ‘Highlight’ feature – Does your call center have the ability to ‘highlight’ a call enabled? This feature allows certain calls to appear highlighted in yellow on the main calls page. Many clients use this to draw attention to calls or callers of which they want their phone workers to be aware. You could just as easily use this feature to highlight the ‘Call of the Day’ or draw attention to a call that deserves special recognition or serves as a great example of good phone work or superb documentation.
- Review Call Reports at meetings – Do you have regular all-staff meetings? Choose a call report to review with your staff at your next gathering. It’s a great opportunity for your workers and volunteers to process a call together, praise the good work of the call taker, or talk about other ways they may have handled the challenges of that call.
- Print Caller Feedback – Many clients choose to have the ‘Caller Feedback’ text box appear in their call reports. Once a month, extract your call report data from the Admin Tools section of iCarol and review the entries in the Caller Feedback field. Print the positive feedback your workers received from callers and post it somewhere in your call center. Reminders that callers appreciate their work and value the time spent on the phone can be a great morale booster for your volunteers.
Got tips of your own? Leave us a comment!