Case Study: Shaw Trust helps 16,300 job-seekers into work with 8x8 Contact Center

Charity changes its tech and helps thousands into work

Shaw Trust, a UK charity with nearly 40 years’ experience helping disadvantaged people into work and independent living, faced a major challenge when the government launched the Job Entry Targeted Support (JETS) scheme after COVID-19. The charity was an amalgamation of three organizations with separate on‑premises systems, six contact centers and frequent outages, and it needed a fast, virtual contact center solution to win and deliver the new government contract.

Working with partner CDW, Shaw Trust deployed the cloud-based 8x8 Contact Center in just six weeks, quickly onboarding 689 agents and consolidating legacy systems onto a single, stable platform. In the first year the charity handled 105,000 calls and helped 16,300 job-seekers into work, secured a contract extension, gained real-time analytics and quality monitoring, and unlocked greater operational agility and scalability.

Shaw Trust

Alan Webb

Director of Business Technology and Information Systems