Webchat solution helps problem gamblers

The charity GamCare has implemented an mplsystems solution and increased its ability to handle webchats and phone calls. 

GamCare operates a national telephone and online helpline for anyone affected by a gambling problem, and it receives over 36,000 contacts annually – approximately 70% are voice and 30% via webchat. Previously the charity could be busy handling voice interactions while its webchat channel was relatively quiet; however, it couldn’t shift resources due to technical limitations.

The deployment of iChat has allowed GamCare to respond to 90% of their client demand from voice and webchat channels at the same time, with no need for extra counsellors.

“We wanted a solution that would help us to make more effective use of our highly skilled counsellors,” said Andy Cottrell, Chief Operating Officer at GamCare. “With iChat we’re now able to respond to nine out of ten calls immediately, with much greater counsellor utilisation, and also more positive feedback from our clients – regardless of the channel they’re using.”

“GamCare was quick to notice that webchat has become a key channel among 18-25-year-old users of their services,” said Paul White, Chief Executive Officer at mplsystems. “With our iChat solution, we’ve been able to help GamCare integrate webchat into its other channels while at the same time helping to improve overall service levels.”

Click here for more information: www.mplsystems.co.uk