Contact Centre move brings efficiency and management improvements
Project highlights
- Liberty Converse 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
Centralising staff and optimising efficiency
Heart of England NHS Foundation Trust needed to move their contact centre, staffed by 250 agents, to a new location, allowing their administration staff to be centralised.
Having been a Netcall customer for many years, they had experienced the benefits of our contact centre software within their appointment booking centre. Now, they wanted to install a Liberty Converse contact centre to sharpen the efficiency of incoming calls.
The Trust was looking for:
- Efficient call routing – determining the nature of incoming calls and route them to suitably skilled agents
- Enhanced call statistics on call handling
- Improved reporting – live and historical – to manage staff levels and accountability
- A no “per-seat” licensing structure, enabling extra agents to be added in the future without additional cost.
An eight week mission
The Trust was on a fixed timescale for the relocation of the contact centre, and they wanted to implement Converse at the same time. The plans also incorporated other suppliers delivering voice and data services in the new location. The timescale allowed eight weeks, from outlining the project to the system going live.
“Liberty Converse has met all the criteria which we identified during the purchase process. It has proven to be an excellent, robust system which directs and delivers the calls appropriately across the Trust’s complex voice and data network.”
Lyn Ward, Telecoms Manager
Handling 240 calls per hour
We met the eight week deadline. Converse is now in use as the contact centre software, handling an average of 2,000 calls per day and 240 calls per hour.
The Trust now have visibility on their call handling. They can see how many calls are going unanswered and can actively manage staffing levels to meet their caller needs in a much better way.
“The system is flexible and easy to use, manage and maintain. Converse also provides detailed reports and immediate visual information which helps us to proactively manage overall call handling.”
Lyn Ward, Telecoms Manager
Learn more about Liberty Converse
