We have been incredibly proud of our growth at the Keeping Digital Foundation. From launching this charitable organisation as teenagers, to now being a leading voice when it comes to digital inclusion in North Yorkshire is a very proud position to be in. With growth comes some challenges, so we're writing today about how we are improving our telephone support service to ensure residents spend less time in the queue. 

 

The Keeping Digital Foundation, North Yorkshire's leading digital inclusivity charitable organisation, have announced the launch of a dedicated reception team who are tasked with the triaging and allocation of our support calls. 

 

We've listened to your feedback and understand just how important our telephone line is to receiving support from a friendly volunteer over the phone. Our telephone line had increased in demand over the past year and unfortunately we had seen periods where people were having to wait on hold until a volunteer was available again. To help keep queues down, after three minutes on hold, the system would ask you for a message for us to return the call. We apologise for the inconvenience this has caused this past year. 

 

We have now launched our new and improved service on our telephone line which you should start seeing improve the service. We have invested in a new reception team, dedicated to answering your calls and triaging them to ensure you speak with the best volunteer to support with your query. This means you will be put straight through to a friendly voice who will be able to ensure you are directed to the best support available. There may be some occasions where the reception team decide it will be best to take a message from you for a volunteer to return your call - we will only do this if all our team are extremely busy and it's to ensure you aren't waiting on hold listening to the same music. 

 

These improvements to our telephone line mean faster answering, speaking to a human more quickly, and will allow you to receive better support from the most relevant volunteer - all from the same great charitable organisation and no change to our phone number. 

 

We have also extended our telephone support service to start covering Saturdays, meaning you can now get telephone support Monday-Saturday from 9am until 5pm (excluding bank holidays). 

 

These improvements should make for a better experience for all of our residents, and we thank you for all of your patience whilst we've worked to improve this particular service.