Northern Devon Healthcare Trust
reduces strain on switchboard

Download the full Northern Devon Healthcare Trust Case Study

The challenge

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 Paper directories were out-of-date meaning staff had to call the switchboard to transfer to another internal extension.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.

Project outcomes

  • 54% of calls now taken by ContactPortal reducing pressure on switchboard
  • Eliminates need for costly staff directories as easy to update
  • Flexible solution allows staff voicemail access whenever and wherever they are.

Rapid, efficient and accurate call handover and control with Operator Suite

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The solution

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.

The result

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.

"Having the flexibility to add extra services to the Netcall solution is a great benefit to us as we can continue to improve the speed and efficiency with which calls are handled at the Trust."

Download Northern Devon's full case study

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