ThamesNet faced a common problem. They needed to replace their outdated and unsupported switchboard while improving the quality of the service provided. Managing four acute NHS sites plus various satellites meant that they were taking over 11,000 calls a day. There was difficulty in accurately forecasting operator cover for shifts, with operators having to undertake other administrative duties.
ContactPortal handles external and internal calls and enables over 50% of the calls to be processed through self-service. The Operator Suite gives operators a modern and intuitive web-based soft console and allows for simple search and access of contacts.
With more than 50% of calls now being handled through “self-service”, calls to switchboard have reduced dramatically, efficiency is up and operator stress levels are down. Call queue times are reduced and patient satisfaction is increased.