Since 1987, Børns Vilkår – a private and confidential advice service for children and parents – has worked tirelessly to make sure that no child or young person in Denmark should feel neglected, bullied, abused, or unsafe.
Børns Vilkår offers counselling for children, young people, and parents on their toll-free ChildLine and ParentLine services, and Zylinc sponsors their unified communications solution.
For a long time, Børns Vilkår had been looking for a solution that would not only help them handle inquiries more efficiently, but also integrate easily with other systems and provide a good overview of statistics. One of their biggest wishes was to get an overview of how many incoming inquiries were waiting at any given time.
Every day of the year, from 11 o’clock in the morning until 2 o’clock at night, a team of ChildLine and ParentLine volunteers and permanent staff are ready to listen and help with problems big and small via phone, chat, or SMS text messages. A total of 458 volunteers and 75 permanent staff tirelessly work to help Børns Vilkår meet its objective.
The ChildLine and ParentLine services get more than 100.000 inquiries a year, and with their Zylinc solution, Børns Vilkår have a tool that’s easy for everyone to use. For example, parents who call ParentLine are automatically offered to be called back by a counsellor if the waiting time is too long. This has also meant that urgent calls now get through faster.
Calls to ChildLine and ParentLine are anonymous, so each incoming inquiry gets a number tag that’s automatically integrated with the registration form that counsellors must fill in for each inquiry. This automation has made workflows much more efficient.
With their Service Center solution from Zylinc, Børns Vilkår’s Head of Staff also gets the required statistical overview of queued inquiries, waiting times, the duration of calls, the use of each type of communication channel, etc. This overview helps Børns Vilkår forecast and use their resources more efficiently, for example by staffing up at peak times.
The Zylinc solution gives Børns Vilkår’s Head of Administration Lars Plough Sørensen many options for optimizing processes and integrating with other technology solutions, and he sees great potential for further co-operation going forward.
Zylinc COO Henning Nielsen explains why Zylinc chose to sponsor Børns Vilkår’s solution:
“It means a lot to us that children as well as adults get the help they need to solve the problems and conflicts that they face. By making our Service Center solution available to Børns Vilkår, we can help them work more efficiently, especially at peak times. In fact, Børns Vilkår have had significantly fewer lost and unhandled inquiries since they got their Zylinc Service Center, and that was exactly what we wanted to achieve with our sponsorship.”
You can read more about Børns Vilkår, and give them your support, at https://bornsvilkar.dk/