Liberty Converse deployed to take the strain in the face of the Covid pandemic
Lancashire Teaching Hospitals NHS Foundation Trust operates across three busy hospital sites in North West England. It was upgrading an earlier Netcall contact centre to Liberty Converse when the pandemic hit.
Under pressure to deal with increased call volumes and prioritise urgent calls, they needed to immediately advise callers of how, when and where they could make contact with their sites.
The Trust invested in the Liberty Converse speech bot to handle the internal calls and relieve pressure on the switchboard.
“Liberty Converse became as successful, if not more so, in answering and directing more calls from members of the public for the first time than we could have imagined. It was a very swift implementation, and now we are working to maximise the system and ensure that staff make full use of it on every internal call.”
Louise Simpson
Head of Telecommunications, Lancashire Teaching Hospitals
1 Week
implementation
85%
fewer internal calls to switchboard
53%
external calls directed by speechbot in first month
“I was unsure at first, but now I feel it has really helped. We now have only two members of staff required on shift but it’s less stressful.”
Switchboard operator
The Trust aims to continue to populate the administration system with more information, contact details and bleep details, which will further improve the call handling and first time resolution that the bots can provide. Plus, the Trust is investigating adding an additional two bots to ensure they don’t hit thresholds in busy periods. Ensuring that staff can make full use of Converse means that the Switchboard Team can help callers with complex enquiries and to work on other administration tasks.
Here’s how you can handle internal and external calls and relieve pressure on the switchboard
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