Healthmatic’s resources did not accommodate the live 24/7 response that their callers required. They needed a reliable, flexible and professional contact centre partner to ensure they were always there when their customers and the general public needed them. As the calls were often of a time-sensitive nature and callers might be anxious, the Client needed to be assured that the calls would be handled with integrity, empathy and delicacy.
Calls to the helpline vary from service and hygiene issues and broken equipment to emergency response for individuals trapped in the facilities; the latter requiring immediate escalation and assistance.
WeAnswer worked with the Client to ensure staff were trained on all eventualities. A high level of problem solving abilities is required, as well as keen attention to detail. It is paramount that the right member of the Client’s staff must been alerted, relating to their remit and geographical location. Occasionally, the nature of the call warrants contact with the police or public services so it is vital that WeAnswer respond with confidence and integrity.
WeAnswer developed a bespoke telephony system designed with the exact needs of the Client, its employees and service users in mind. The system integrates with, and complements, the Client’s system and provides comprehensive reporting allowing them to maintain a high-level operational overview.
In addition, WeAnswer worked on automating the Client’s alert systems to send responses to authorised recipients. This helped reduce the margin for human error and made the system more efficient.
Benefits to the Client
- Professional round-the-clock customer care.
- Collaborative approach and dedicated account management.
- Calls handled by professional staff trained to respond efficiently and sensitively to heightened situations.
- Bespoke telephony and reporting systems that integrate seamlessly with the Client’s own.