Make-A-Wish UK uses Advanced Call Analytics and Recording for Microsoft Teams from Tollring

<sprscript-green>The Challenge<sprscript-green>

Oli Wilson, Technology and Workplace Manager at Make-A-Wish UK, oversees the charity’s IT services and strategic projects. With the charity sector becoming increasingly competitive, Oli emphasises the importance of delivering excellent experiences to both donors and those working with the charity. “Since we ask people to donate hard-earned money or time, it’s essential that we provide a great experience to both our valued donors and those working with us,” says Oli.

To support its operations, Make-A-Wish centralised communications on Microsoft Teams, creating a cloud-based system that allows 86 full-time employees and numerous volunteers to work seamlessly from anywhere. A key objective was to gain a better understanding of call activity – ensuring no calls were missed and leveraging the vast amount of data available through Teams to improve collaboration and internal transparency.

<sprscript-green>The Solution<sprscript-green>

Make-A-Wish UK deployed the Analytics 365 suite to track and analyse call volumes and durations across its Microsoft Teams users. This comprehensive view of internal and external communications helps the charity improve supporter experiences as well as monitor staff collaboration to enhance well-being.

Oli explains, “We can now track and return missed calls we were previously unaware of, understand peak call times, and ensure that every supporter or family member reaches the right person in a timely manner. We can also identify trends in supporter interactions and understand what’s working and where improvements are needed. This level of control was not possible with our old system.”

In addition to call analytics, all external calls made and received by the charity’s Experience and Fundraising teams on Teams Phone are now recorded and linked directly to Salesforce contacts. This integration allows staff to quickly access call details and recordings for any given query, streamlining processes and ensuring that communication records are easily accessible. Furthermore, the charity will soon implement the AI-powered capabilities in Analytics 365 Recording to transcribe calls and analyse sentiment, providing deeper insights into supporter and wish family interactions.

<cs-quote>“Having this new level of transparency is extremely powerful. Analytics 365 is already helping us to understand working patterns, ensure the well-being of our people and to drive more informed business decisions.”<cs-quote>

<text-size-regular>– Oli Wilson, Technology and Workplace Manager<text-size-regular>