A BBC report claims that the UK’s largest mental health charity is not answering 16,000 calls made to it’s 9-5 Mon-Fri advice line “because of demand” that has increased “since the start of the recession” and by 28% in the last year. It astounds me that there’s no mention of the failure to offer effective digital means of engagement as a complement to their telephone services.
Perhaps a prerecorded message could be played to those callers who are currently getting an unanswered call could say something like: “we’re currently very busy, why not try engaging with us on our website? MIND.ORG.UK”
The charity claims “calls about personal finance and employment issues have doubled since 2008” so can you imagine the rich content they could support citizens with – this is after all a charity that excels at making it’s own quality online video content:
It depresses me to think that 12 years since Ryanair (Europes largest airline) launched it’s website and we’re still at a stage where connecting with a leading mental health charity that raises £27 million per year means you either send an email (to firstname.lastname@example.org) or call a number between 9 and 5, Monday to Friday…
Obviously I’d recommend they introduce a mobile web accessible advanced medical history taking questionnaires that have been clinically validated but there should be no excuses as even the NHS have basic survey tools for this type of thing that they’re looking to syndicate across the websites of charities: