Make-A-Wish UK Enhances Operational Efficiency and Engagement with Tollring’s Advanced Call Analytics for Microsoft Teams

Make-A-Wish UK, one of the UK’s most esteemed children’s charities, has embarked on a transformative digital journey by implementing Analytics 365 Call Analytics and Call Recording for Microsoft Teams. This initiative aims to enhance the charity’s communications and support systems, ultimately improving operational efficiency and strengthening relationships with supporters and families.

Elevating Communication Effectiveness

The integration of Analytics 365 Call Analytics and Call Recording has empowered Make-A-Wish UK to elevate the effectiveness of all Microsoft Teams Phone communications. This innovative solution enhances engagement with supporters and families, streamlines internal processes, and provides crucial insights through advanced analytics. The introduction of these tools builds on the charity’s initial deployment of Analytics 365 Collaboration Analytics, which improved internal communications on Teams.

Oli Wilson, Technology and Workplace Manager at Make-A-Wish UK, shares the impact of this initiative: “We have granted life-changing wishes for critically ill children. By centralising our communications on Microsoft Teams, we now have a fully cloud-based system that allows our full-time employees and numerous volunteers to work seamlessly from anywhere.”

Transforming External Communication

The Analytics 365 Call Analytics and Call Recording have been a major game changer in how we understand our external Teams Phone communications,” Oli continues. “We can now track and return missed calls that we were previously unaware of, understand peak call times, and ensure that every supporter or family member reaches the right person promptly. This level of control and visibility was simply not possible with our previous on-premise system.”

The charity utilizes Analytics 365 to monitor call volumes, durations, and outcomes, which is critical for improving supporter engagement and donor relations. “We can identify trends in supporter interactions and understand what’s working and what needs improvement. We were particularly surprised to see that our ‘thank you’ calls to supporters were lasting 10 to 15 minutes, indicating that supporters are eager to share their stories and connect with us personally.”

Streamlining Processes with Integrated Technology

Make-A-Wish UK records all external calls on Teams Phone, linking these interactions directly into Salesforce contacts. “If there’s a query, we can access the contact’s record, view the call, and see who took it,” explains Oli.

The charity is also excited to implement Analytics 365’s AI-powered capabilities to transcribe calls and extract sentiment, allowing them to understand trends and repeated queries across every interaction—whether with a supporter or a wish family. “This ensures that every call is handled with care and precision.”

Additionally, by tracking communication patterns and message sentiment among internal Teams users, the charity can prioritize employee well-being and optimize team efficiency. “Our people are passionate about what they do, so the data helps us identify potential overwork. We can also take proactive steps to improve team engagement and performance,” adds Oli.

Exceptional Support from Tollring

As the first user of Tollring’s latest Analytics 365 Call Analytics and Recording services, Oli emphasizes the outstanding support provided throughout the implementation process. “The onboarding experience was one of the best I’ve encountered with a SaaS product. Tollring’s proactive support ensures that we are fully utilizing such a cutting-edge tool.”

Looking Ahead

Oli concludes, “With Tollring’s Analytics 365, we can scale our efforts, engage more effectively with supporters, and continuously improve our operations. This technology is not just about understanding our communications; it’s about capturing the heart of our mission and ensuring that every conversation matters.”