Børns Vilkår

Børns Vilkår is one of Denmark’s leading child rights organizations. The organization works broadly to improve the lives of children and young people through political advocacy, knowledge-based research, public awareness campaigns, and direct support.

A core part of this work is Børnetelefonen, a hotline where children and young people can speak with a trained volunteer about difficult experiences. The service plays a vital role in ensuring that children are heard and supported when they need it most.

To make this possible, Børns Vilkår relies on strong, responsible outbound and inbound communication. Fundraising, membership service, volunteer coordination, and outreach activities help secure the funding and engagement needed to keep services like Børnetelefonen available. 

This work is handled through a call center split between Aarhus and Valby, where teams manage inbound and outbound communication, including warm fundraising, donor upgrades, membership enquiries, and volunteer outreach. Each interaction carries a responsibility to act transparently, follow strict guidelines, and communicate with care.

To support this responsibility, Børns Vilkår uses Adversus as a shared platform for its outbound and inbound communication. 

A structured setup that supports responsible conversations

For Børns Vilkår, outbound fundraising and membership-related calls are about more than efficiency. Every conversation represents a responsibility toward donors, volunteers, and the organization’s purpose. People need to feel confident that they are speaking with someone they trust, that they understand why they are being contacted, and that their contribution will be used.

That places high demands on the daily work in the call center. Conversations must be accurate, consistent, and aligned with the organization’s values, even when callers have different levels of experience and teams change over time. To support this, Børns Vilkår prioritizes a setup where callers are guided through conversations and always have the correct information available at the right time.

Callers therefore work in a unified interface where scripts, donor information, payment flows, and campaign material are presented directly in the dialer via iFrames. By keeping all relevant information visible and structured, the setup helps ensure that conversations are handled correctly and transparently, and that important details are not missed in the moment.

"The dialer is very user-friendly. You choose exactly what callers need to see, which makes onboarding much easier, even for completely new employees," says Sebastian Hammer Olsen, Team Coordinator, Aarhus.

Because new callers join throughout the year, this approach helps Børns Vilkår maintain a consistent, responsible calling experience while reducing uncertainty for callers and reinforcing trust with donors.

Transparency and oversight across locations

With teams working in both Aarhus and Valby, shared visibility is essential. Supervisors use the Live feature to follow activity throughout the day. They can see who is available, who is in a call,  and how different campaigns are progressing.

This real-time overview supports coordination and coaching without interrupting ongoing conversations. It also helps ensure that standards are applied consistently across locations and campaigns.

“The live overview is one of my absolute favorites. It is clear and easy to use, and it helps us support callers in real time,” says Sebastian Hammer Olsen

Compliance and control built into daily workflows

Each campaign at Børns Vilkår has its own rules and requirements. In Adversus, settings such as recording rules, permissions, callback limitations, and block-list checks are configured individually for each campaign.

This allows the organization to ensure that every call follows the correct guidelines without adding unnecessary steps for callers. Leads are checked against updated block-list files during import to help prevent unwanted contact and support responsible data handling.

Inbound enquiries are handled through the same platform. Calls are routed directly to the relevant campaign and passed to the next available agent, ensuring supporters receive help quickly and correctly.

“Our inbound activity works very smoothly. Calls come straight in and are automatically passed on to the next available agent,” says Johanna, Call Center Manager.

Alongside daily operations, performance data plays a vital role in follow-up and evaluation across campaigns and locations.

“We use Adversus data extensively in Plecto, where we pull data across and visualize key metrics. Adversus is very integration-friendly, which makes it relatively easy for us to measure performance across employees and campaigns, such as hit rate, sales, and campaign results,”  says Victor Bengtsson, Team Coordinator, Valby.

Support that fits a high-responsibility environment

When many campaigns run in parallel, and teams operate at a high pace, quick access to effective support is essential. Børns Vilkår occasionally relies on Adversus support to resolve setup questions or technical issues during busy periods.

Having fast and reliable assistance helps ensure that operational challenges are addressed immediately and do not interfere with ongoing supporter communication.

“The ability to communicate in our own language, with translations handled automatically, makes it much easier to explain technical issues - particularly during busy operational periods,” says Johanna Fürst Rasmussen.

This responsiveness supports stable daily operations and helps the team maintain focus on responsible, well-structured communication.