1. Peer Exchange Workshop
Kuala Lumpur 8th – 12th March 2010
147: Challenges & Opportunities

2. Challenges and opportunities
Increase in calls 300'000
from 18‘000 to 300‘000
Entgegengenommene Anrufe
andere 250'000
0.2%
Beratungs- Test
gespräch 24%
66% 200'000
150'000
Test calls and still
5.3% 100'000
Geld, Finanzen 1.1%
silent calls falsch
andere
verbunden 300'000 50'000
Suizidalität Erwachsene
1.8%
0.5%
Fachperson
1% andere
Entgegengenommene Anrufe
Belästigung 250'000
4% Sucht 4.4% 1%
0
Variety of concerns Beratungs- 0.2%
Eltern, Verwandte
200'000 1999Test 2000 2001 2002 2003 2004 2005 2006 2007
Unwohlsein 1%
gespräch 5.5% Jahre
bis 10
24%
from low-level bis emergency über 18 Jahre
66%
Gewalt
150'000
5.8%
3%
3%
100'000
Gesundheit 6.1%
15 - 18 Jahre
50'000
Schule, Beruf
26% 8.4%
Geld, Finanzen
0 1.1% still
Trend to mobile phones andere
Familie 1999 2000
Suizidalität
2001 5.3%12.3% 2004
2002 2003 2005 2006 2007
1.8% falsch
Erwachsene Liebe 13.2%
from 20% to 90% in 6 years 1%
Fachperson
Sucht
verbunden
4.4%
1% Freundschaft 0.5% 15.3%
Eltern, Verwandte 11 - 14 Jahre
1% Unwohlsein Belästigung
5.5%
bis 10 Jahre Sexualität 65% 26.1%
über 18 Jahre
4%
3% Gewalt 5.8%
3%
Gesundheit 6.1%
15 - 18 Jahre
Schule, Beruf 8.4%
26%
Familie 12.3%
Liebe 13.2%
Freundschaft 15.3%
11 - 14 Jahre
65% Sexualität 26.1%

3. 147: Situation in 2007
Total
calls
(N = 270‘000)
Counselling Test calls Other calls
22 % 38 % 40 %
Silent
Other calls Harassment
calls
1% 6%
33 %

4. 147: Intervention levels
1. Technical level: recognise all emergencies
immediatly
2. Consulting level: relieve the help-line of low-level-
inquiries
3. Scientific level: resarch of test calls and silent
calls
4. Informing the target group: DVD

5. Technical Intervention: Contact Center
user
Children
user
user user
user
user
user user
user
Consultants
user
user user com p ute r
user
user user
user
user user computer
user
user
user
user user
user co mp u te r
user co mp u te r
user user
user
user user user
server
user
user
user
user
user
user

6. Call Processing: Workflow
New IVR-Software
New Call Queue Agent Consultation Statistic
Call Processing

7. Save time with automated processes
Manual call mediation (traditional method)
Manual Consultation + manual Output
New call Welcome workflow
switching Process
Automatische Anrufverteilung
Consultation with Time saved
New call automated
workflow + output
Time

8. Call Distribution with ACD
New call
Welcome 1 Emergency
2 Problems Output
Concerns Prozess
3 Info Consultations OK
Statistics
Information tape
Barrier tape
Time

9. Effect of the ACD Queue
Without ACD Queue With ACD Queue
Only 8 from 15 calls 15 from 15 calls
are answered are answered
ACD Queue with
announcement
Zeit

10. Skill based Routing
Calls on Call Different profils
Center Services
Call on Service 1
Call on Service 2
Call on Service n

11. Relieve help-line of low-level-inquiries
Consultation
- Helpline 147
- SMS conaultation147
- Chat Missusage 1
- 147.ch Interactive
Caller has to choose: Information Tapes
Caller doesn’t
1: Emergency
accept
Incoming call
2: Consultation Caller listen and
accept
3: Information
Missusage 2
Sanctions
barrier tape

12. SMS-Consulting
Consulting level: SMS-Consulting 147
5 12.11.2008

13. Telephony Manager – Agent – Journal
ACD-Queue, Journal für Agenten, Arbeitsplätze und Services
Status Agenten, Apparate und ACD Services
Kontakt-Journal, Telefonbuch

14. Call Distribution
Call on 147
Call on 116111 Bern
Deutschweiz
Romandie
Tessin

15. Abstract: Interventions technical and
intervention levels
1. Notruf Bestätigung
durch Anrufer
2. Beratung Warte-
Telefon
IVR Auswahl schleife/
Beratung
Infoband
3. Information
Ok
Früherer
leichter Bestätigt
Eingehender Nummern Missbrauch
Belehrung
Anruf Erkennung
Nicht
bestätigt
Früherer
schwerer
Missbrauch
Zeitlich
befristetes
Sperrband