Benefits for our clients
Will Hampshire Adviceline really make a difference to the number of enquiries we can handle?
Based on projections, it is anticipated that once all CABx across the UK implement Adviceline, enquiries handled will rise from 600,000 to 1 million in the course of the first full year. For example, before Wales implemented Adviceline it handled 30,000 calls a year and it’s expected that they will be able to deal with 84,000 over the course of their first full year.
And when it is not possible to answer enquiries, for example during out of office hours, callers still have access to recorded information signposting them to other sources of help and advice.
Will it cost our clients more to phone Hampshire Adviceline than contact us direct?
Remember that the cost of coming to the bureau by bus or car is usually much higher than a telephone call. And call costs to clients are not expected to increase. Calls to the 0844 number(s) from BT land lines are charged at five pence per minute. Calls from cable and other networks may be charged at a higher rate. Calls from mobiles to the 0300 number being charged at the network operator’s standard rate (or could form part of the callers contract).
If we have to answer more calls, will the quality of the assessments suffer?
Experience has shown that “direct to gateway trained assessors” rather than existing advisors can be the most effective way of ensuring quality. Expectations at the start are that assessors take around 3 calls per hour, but this increases as the assessor becomes more confident without affecting quality.
What percentage of initial enquiries end up being handled by an assessor?
Currently around 50% of calls are dealt with through the initial assessment.
Will we have access to each other’s CASE/PETRA partitions so we can view and create client records?
Yes. Initially you will only have access to the partitions of the bureaux in your group. Once PETRA is rolled out from November 201e, you will have access to all client records of all the CABx in the country.
Is it possible to assess caller ability to self-help over the phone in 15 minutes?
Again, this will come with practice and experience. Using the Adviceline links script and the gateway booklets should help guide new assessors on how to assess the caller’s ability to self-help. And, if unsure, the supervisor should always be consulted.