Case Study: Age Scotland (national charity for older people) scales helpline to handle 500% COVID-19 call surge with 8x8

Age Scotland Charity helps nation respond to COVID-19 emergency as incoming calls soar by 500% with 8x8

Age Scotland, the national charity for people over 50, faced a sudden frontline role during COVID-19 as incoming helpline calls jumped 500% to more than 5,500 a month. The organisation needed a mobilised, remote workforce, unified call queues and reporting, easy access to call records, and fewer tech headaches to maintain business continuity.

Working with partner Frontier, Age Scotland implemented the 8x8 X Series (cloud PBX, Meet and Contact Centre) in five days, more than doubling its contact centre to 45 agents. The cloud solution delivered remote access, unified queues and reporting, a donation line and better analytics for compliance, reduced on‑premise equipment and costs, and added virtual meeting tools that extended services to community groups—enabling the charity to meet the surge in demand effectively.

Age Scotland

John Douglas

IT Officer