This week, leading UK children’s charity Make-A-Wish UK chose to enhance its phone communications and support systems by integrating Microsoft Teams 365 Call Analytics and Call Recording for Microsoft Teams.
The move aims to target supporter and family engagement by streamlining internal communication processes, building on Make-A-Wish UK's pre-existing integration of Microsoft 365 Collaboration Analytics.
Oli Wilson, Technology and Workplace Manager at Make-A-Wish UK, explained that integrating 365 Call Analytics and Call Recording is a “major game changer” in how the charity understands its “external Teams' Phone communications.”
Moreover, Wilson added:
We can now track and return missed calls which we had been unaware of, understand peak call times, and ensure that every supporter or family member reaches the right person in a timely manner. This level of control and visibility was simply not possible with our previous on-premise system.
Make-A-Wish UK also looks to continually improve its communications by working with Microsoft Team’s vital analytics and insights, which can improve business communications over time.
The Teams analytics achieve continuous improvement of calls through 365 tools, including those that track call volumes, durations, and outcomes. This assists with supporter engagement and, therefore, donations and relations.
Wilson explained:
We can identify trends in supporter interactions and understand what’s working and what needs improvement. We were particularly surprised to see our ‘thank you’ calls to supporters were lasting 10 to 15 minutes, showing that supporters were keen to share their stories and connect with us on a personal level.
Make-A-Wish UK’s Experience and Fundraising teams will leverage the new Teams integrations to record all external calls on Teams Phone, which link directly to a Salesforce contact. This means that “if there is a query, we can go to the contact’s record, see the call, and who took it,” remarked Wilson.
