ITRM, Charlton Athletic Community Trust’s (CACT’s) Principal Partner and Charlton Athletic shirt sponsor, has gone above and beyond to help get the Greenwich Community Hub up and running as soon as possible.
CACT is running the hub on behalf of the Royal Borough of Greenwich alongside a range of community partners. The set up involved more than doubling the capacity of the Live Well line and moving to remote working to maintain social distancing.
The club has lent CACT a number of spare laptops from academy scholars. Within 48 hours, ITRM, working with staff from the football club, had set up 37 laptops for the call centre operators along with all of the telephone call centre agent functionality and integration with CACT’s IT systems.
The upscaled call centre has been operating for three weeks and is now taking hundreds of calls per day, providing support for residents in Greenwich who are vulnerable or self isolating by collecting prescriptions, delivering food parcels and referring to other local services.
ITRM’s Managing Director, Dave White, said: “I am especially proud that in the midst of every ITRM customer demanding home worker remote access solutions, my team understood the importance of this requirement to CACT, to Royal Greenwich and of course to the vulnerable residents in our community, working through the night over a few days to create a fully functioning call centre from scratch.
"Feedback received from CACT leadership has been very positive and our joint agility is testament to the special relationship CACT and ITRM share as both IT partner and principal sponsor".
CACT’s Chief Executive, Jason Morgan MBE, said: “It took us three days to scale up our call centre to become the community hub, which we’re running on behalf of Royal Greenwich. The club and ITRM, CACT’s principal partner, really stepped up when we needed to move quickly to help our community.
"ITRM’s staff worked so hard through the night, proving once again that they share CACT’s values and commitment to helping others.”
Charlton's Commercial Manager, Ravi Patel, said: “It’s good to see partners coming together in helping CACT to support vulnerable members of the public in these challenging times. The community hub provides a vital service in the Royal Borough of Greenwich and we were keen to work with CACT and ITRM to help in any way we could."