Telecoms World PLC
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CASE STUDY

The National Health Service (NHS) provides a comprehensive range of health services, the vast majority of which are free at the point of use for people legally resident in the UK. The Royal Berkshire NHS Foundation Trust is one of the largest general hospital foundation trusts in the country. They provide acute medical and surgical services and specialist services such as oncology, dialysis and eye surgery to a wider population across Berkshire and its borders.

The challenge

The Berkshire Healthcare NHS Foundation Trust initially required an 03 number for one of their divisions which quickly expanded in to a variety of numbers for a selection of their key divisions. The Trust originally worked with traditional PBX plug-in phones that just about managed transferring a call to a colleague so they needed a serious update to their current system. They have various sites which need to have calls routed between them as well as divisions and teams that re-locate regularly but wanted to keep their number, and work as if they had stayed in the same location.

As the trust embrace a more modern way of working, they require more functionality and professional consistency across their departments and locations to provide a quality service to callers. They also need any new products to grow with them and allow access at different locations for e.g.remote workers.

'We have worked with Telecoms World on several projects, each of these have improved how our departments manage calls. It is great to know we have a knowledgable and supportive communications provider and look forward to take further advantage of their hosted telephony services.'
Khuram Afzal IT Project Manager - NHS Foundation Trust

Telecoms World Solution

Telecoms World have worked extremely closely with the NHS to actively meet all of their requirements and suggest new products or changes to current procedures to enhance their systems. Providing call queuing has drastically improved the customer experience and has reduced call abandonment allowing them to meet caller’s needs. Smart call routing allows them to improve customer service whilst voicemail to email allows them to capture any calls and messages in an easy to use format. Having mid-call transfer frees up lines internally and offers ease of transfers between departments.

A key product for the NHS was being able to schedule any call diverts in advance. So if a team or departments are on a training day, for example, then calls to that number will be routed to an alternative number. A hosted contact centre product has also proved invaluable as office staff, home and remote workers have full access and functionality as if they were all in the same office. The system recognises how many users are logged in, if any are on the phone and diverts to next available staff members with detailed call statistics to evaluate.

All calls are answered with an advanced IVR (interactive voice response) system with greetings and messages voiced by a professional recording artist for consistency across all numbers. All products and services are hosted in the cloud online, with access at staff level giving autonomy in their daily roles to in-depth statistics and ability to change settings easily for management staff.

Customer Requirements

  • Greater call insight
  • Call queuing
  • Professional recorded IVR
  • Ease of transferring calls

Solution Components

  • Call Statistics
  • Virtual number ranges
  • Mid-call transfer
  • Hosted contact centre
  • Online portal and remote access
  • Voicemail to email