Teesside contact centre wins contract to “make everyone feel safe” via new app

Teesside based Lemon Contact Centre has won a contract to support a “guardian angel” personal safety app called help me Angela.

The app “supports, advises, and reassures” people as they go about their daily lives whether at home, travelling, or at work. Lemon is providing a team of Personal Safety Specialists, who are available around the clock and can be contacted at the touch of a button on a mobile device, if someone is feeling “scared, afraid, or vulnerable”.

Users have the option to generate a ‘Help Request’, at which time a Personal Safety Specialist can contact them immediately enabling them to “feel safer”. Alternatively, users can activate ‘Follow Me’, whereby a Personal Safety Specialist will ‘join’ them on their journey, so they are not alone.

Lemon is said to have won the contract on account of its track record in handling “sensitive and emotionally complex calls”. Its contact agents do not use robotic call scripts and are trained to have real conversations where the emphasis is on listening and empathy.

Martin Anderson, Lemon’s chief executive, said: “The mission to help me Angela is on, to make everyone feel safe, is such a great cause. We’re pleased to be part of it and help keep its users out of harm’s way. Lemon’s sympathetic approach to call handing is critical to delivering this contract.

“Our ability to have active listening and empathy is really important because people will be contacting us when they feel they are at their most vulnerable. We have vast experience in this as we already deal with having supported businesses in the care and funeral sectors for many years.

Sarah Adderley, a director at help me Angela and former police officer, added: “We have appointed Lemon because of its outstanding ability to handle calls in a person-centred, individual, empathetic manner. The sort of support we need to offer means it cannot be operated by a ‘one-size-fits-all’ type call centre.”

“Our app is like having a guardian angel in the palm of your hand, who is ready to provide 24/7 immediate and real-time assistance. The app is aimed at everyone to make them feel safer, whether walking home alone, on a journey, or as part of their everyday lives. We don’t track people at all times and will only know a member’s location when they want us to”.

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