Age UK Westminster is a charitable organisation supporting older people across the City of Westminster. Through a range of services including advice, befriending, and wellbeing programmes, the charity works to reduce isolation and improve the quality of life for older residents. Their operations rely heavily on effective communication to deliver timely support to service users.
Age UK Westminster operated several virtual landline numbers that were forwarded to staff mobile phones. While this setup offered some flexibility, it lacked the efficiency and professionalism required for a centralised reception service. In practice, the main reception number was diverted to a single mobile phone, creating operational issues such as inconsistent call handling, no flexibility for remote or hybrid working, and poor overall productivity. The organisation wanted a more professional and centralised telephony solution that could handle calls reliably, reduce missed calls, and improve the experience for service users, as well as providing flexibility to support remote and hybrid working. They also required features like call waiting and voicemail-to-email with transcription to ensure no call went unanswered and staff could manage messages efficiently.
Each user received a licence that includes 5,000 pooled minutes for national, mobile, and international calls, voicemail-to-email with transcription, presence indicators, advanced hunt groups, and call analytics. These features ensure calls are routed efficiently, with hunt groups automatically forwarding calls to the next available staff member and presence indicators showing real-time availability. Voicemail-to-email guarantees no call goes unanswered, while transcription makes message handling faster and more accurate.
By disabling chat, meetings, and file sharing within Elevate, the system remains focused on telephony, delivering a streamlined experience. This approach transformed Age UK Westminster’s reception operations into a professional, responsive, and flexible service that supports both office-based and remote working.
The voicemail transcription feature has reduced response times, while call analytics provide valuable insights into call volumes and patterns. The professional setup has enhanced the experience for service users, ensuring consistent and reliable communication. Overall, the charity now operates a modern telephony system that aligns with its commitment to accessibility and quality service.
- Centralised PBX system deployed via Elevate for Teams Pro
- 5,000 pooled minutes per user for national, mobile, and international calls
- Voicemail-to-email with transcription enabled
- Advanced hunt groups and presence indicators implemented
- Improved support for remote and hybrid working
- Enhanced call handling and reduced missed calls
- Streamlined telephony experience with non-essential features disabled
- Increased productivity and improved service user experience
