Heart of England NHS Foundation Trust planned to move their 250-seat contact centre to a new location allowing administration staff to be centralised. They required the contact centre to efficiently manage incoming calls, determine the nature of the calls and route them to suitable skilled agents.
The Trust was looking for a number of key deliverables. They needed enhanced call statistics, improved live and historic reporting and no 'per-seat' licensing to allow them to add extra agents at no additional cost in the future.
Liberty ContactCentre handles an average of 2,000 calls per day and 240 calls per hour. The Trust is able to ascertain how many calls are going unanswered and actively manage staffing levels to better meet caller needs.