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Helping To Create A Safe And Healthy World Of Work

Delivering high quality, excellent customer value.

Background to the case study

Our client, the Institution of Occupational Safety and Health (IOSH), is the Chartered body and largest membership organisation for safety and health professionals.

IOSH have the vision to Create A Safe And Healthy World Of Work. With over 47,000 members worldwide, IOSH is making a difference with its services in health and safety for a very diverse range of organisations.

IOSH act as champions, advisers, advocates, and trainers for health and safety professionals working in organisations of all shapes and sizes in around 130 countries. Their focus is to support their members in creating workplaces that are safer, healthier and more sustainable. And they do this in many different ways, including a professional development programme, events, helplines, and up-to-date technical advice.

Just as IOSH supports their members to create safer and healthier working practices, so does Ligtas.

This collaboration dovetails perfectly with the Ligtas ethos of delivering high quality, excellent customer value.

Client Requirements

When you are a large membership organisation, you want to ensure that all 47,000 members are getting the service that they have not only invested in but need, as and when they want it. That service means providing up to date advice and guidance to health and safety professionals worldwide.

IOSH needed 24/7 on-demand telephone advice and written advice to members’ queries plus:

  • Up to date technical advice delivered in a professional manner
  • An expert professional organisation to deliver their service that upheld their brand values
  • An organisation that goes beyond just delivering the answer

Our Solution

Ligtas already had the experience of delivering similar services (e.g. HSE Infoline and Incident Contact Centre Services) to other clients and so were well placed and experienced to offer the same to IOSH. This naturally helped in the initial implementation process.

  • The service includes a team of health and safety professionals, including Chartered IOSH members, who operate the hotline 24/7
  • The priority is to answer any questions from the IOSH membership. To be in effect the expert’s expert. This provides valuable peace of mind to the members who can get the right advice immediately when faced with an important decision
  • Every call is logged so that IOSH has valuable data with which to make business-critical decisions. This insight means, for example, that IOSH can develop campaigns and communications to best support its members’ interests
  • Over time the service has evolved. On occasion, the telephone service also picks up other callers who need to be directed to the right IOSH department
  • As you would expect, the other way that the service has evolved is through the reporting mechanisms. At the start, data was logged onto spreadsheets, and now there is a call logging system

This service has now been in operation for over 10 years.

Benefits

  • Peace of mind. When faced with an important decision, the members who need expert advice immediately know that they can call 24/7, knowing there will be a qualified person at the end of the phone to support them
  • Valuable insights. With the data made available through the reporting system, IOSH can make important decisions about how to best serve the membership and attract more members
  • Customer service at its best. The service seamlessly integrates with IOSH so that the members get the same good feelings as when they communicate with the rest of the business

To learn more about IOSH membership and the technical Advice lines, visit https://iosh.com

Testimonial

Ligtas have provided a reliable and invaluable service for IOSH members and other safety and health practitioners since partnering with IOSH. Their professional approach has been greatly appreciated and we’re confident that this service supports our vision for a safer and healthier world of work.

Chris Kurylec - Member Engagement Manager