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When you need help with overflow and after-hours call managenment

Pain Point

Our client was looking for business hour overflow as well expand its own capabilities to 24/7


  • Our client needed assistance with fluctuating business hour call volumes
  • They were also asked to extend their operating hours to 24/7 by their own client
  • Callers were generally after assistance in relation to mental healthcare concerns
  • The requirements included triage with hand over to on call specialists if needed
  • The solution needed to include communication via telephone, email and SMS


  • Build a knowledge base within our contact centre with easy to use scripting
  • Develop a scripting platform that guided our representatives through each call
  • The solution required an empathetic team, so choice of agents was paramount
  • The client requested full visibility across all phone interactions to ensure quality standards
  • The solution needed to be robust against privacy of data given the nature of the service


  • We implemented a comprehensive script including FAQ’s tool to ensure proper handle of calls
  • We centralised the call handling to a smaller team that met the stringent behavioural requirements
  • We built full suite of custom reporting tools that met all their requirements

The final solution included:

  • Implementation of our Help Desk and Support Service to manage all calls
  • The client now has an efficient use of our services during business hours via overflow
  • Our client now has 24/7 capability without needing to add resources to their operations
  • We added to this our Client Portal to provide visibility of all data capture activity
  • We built a custom Business Intelligence (BI) dashboard that showed all activities

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