The Trust’s switchboard answers up to 2,000 calls per day, but callers often had to wait on hold for up to four minutes. Paper directories were out-of-date meaning staff had to call the switchboard to transfer to another internal extension. The Trust also needed an efficient, flexible voicemail service so their 2,500 staff could pick up messages when at other Trust sites.
ContactPortal’s sophisticated software provides Northern Devon Healthcare Trust staff with a high quality, courteous, personalised and round-the-clock operator service. Messenger+ works alongside ContactPortal to provide a sophisticated voicemail solution which staff can access at any time, anywhere.
Implementing ContactPortal saw an immediate decrease in the number of internal calls to the main switchboard, significantly reducing the strain on existing operators and eliminating the requirement for new staff. ContactPortal is available online for staff to access up-to-date contact information.