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Human Resource Management; OH&S, Sick Leave, Access to Nurse on Call

Pain Point

Needed an outsource contact centre partner to manage after hours and business overflow calls on behalf of their clients

Overview:

  • The client has its own in-house contact centre and needed scalability
  • The scope included full integration to existing CRM software and contact lists for escalation
  • The requirements included the ability to triage calls and warm transfer to nurses on call when necessary
  • The service included varying tailored scripts and workflows dependant on the origin of the call (client)
  • Callers would be logging sick leave, occupational health and safety issues, or seeking to talk to a nurse

Challenge:

  • We needed custom scripts by client that were easy to follow by our call centre operators
  • Our client used ONE number to answer ALL incoming calls, regardless of which client was calling
  • Our processes needed to include qualification of call origin in order to link to the correct script
  • The nurse triage roster comprised multiple nurses on call and on a rotating roster

Solution:

  • We designed our scripts around specific and unique workflows and requirements by customer
  • Our triaging processes were automated and based on qualifying questions with prompts for next steps
  • We integrated our scripting platform into our client’s CRM via API so that all call-related detail was passed through to avoid any double handle
  • We included comprehensive scheduled reporting so the client would know first thing each morning of any jobs taken or those that were still outstanding or pending completion

The final solution included:

  • We implemented our Live Answer Help Desk service
  • We implemented a comprehensive reporting suite including our Call Activity and Business Intelligence reporting to enable informed decisions around quality improvement
  • The client has the confidence to promote their 24/7 support process to more clients and utilize our service for business hours should they need this at short notice for any reason

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