Heart of England sees improved efficiency
and staff management following contact centre move

Download the full Heart of England case study

The challenge

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.

Project outcomes

  • Liberty ContactCentre handles an average of 2,000 calls per day and 240 calls per hour
  • Improved staff resource management resulting from enhanced statistics from reporting module
  • Successfully integrated with other voice and data solutions.

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The solution

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.

The result

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.

"Liberty ContactCentre...has proven to be an excellent, robust system which...is flexible and easy to use, manage and maintain."

Download Heart of England's full case study

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