Netcall Case Studies Efficient Call Handling: Imperial College Healthcare NHS Trust Optimizes Inbound and Emergency Call Rates

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	Efficient Call Handling: Imperial College Healthcare NHS Trust Optimizes Inbound and Emergency Call Rates Netcall

Efficient Call Handling: Imperial College Healthcare NHS Trust Optimizes Inbound and Emergency Call Rates

Netcall

Technology Category	Analytics & Modeling - Natural Language Processing (NLP) Analytics & Modeling - Real Time Analytics
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Quality Assurance
Use Cases	Search & Rescue Speech Recognition
Services	Testing & Certification
Challenge	Imperial College Healthcare NHS Trust, one of the UK’s largest trusts, provides acute and specialist healthcare to around 1.5 million people every year across five busy sites in north-west London. The trust was struggling with handling over 11,500 inbound calls a day, with agents having little time to determine the purpose of the call before routing it. They had a target KPI of answering 70% of all calls within 30 seconds. The challenge was to optimize inbound and emergency calls by tackling incorrect transfers and relieving strain on operators. This was necessary to reduce caller frustration, ward disruptions, and rising call volumes. In the case of emergency calls, where the time to answer is under 10 seconds, the trust needed to rapidly identify these priority calls amid high call volumes to trigger emergency protocols. Read More
About Customer	Imperial College Healthcare NHS Trust is one of the largest trusts in the UK, providing acute and specialist healthcare to approximately 1.5 million people every year. The trust operates across five busy sites in north-west London. The trust fields over 11,500 inbound calls a day, including emergency calls where the time to answer is under 10 seconds. The trust had a target KPI of answering 70% of all calls within 30 seconds. They were already using Liberty Converse, an omnichannel contact center solution, and decided to deploy Converse’s Interactive Voice Response (IVR) module to help with their challenges. Read More
Solution	To address the challenge of patient frustration and pressure on agents, Liberty Converse provided an effective automated solution. With built-in Interactive Voice Response (IVR), callers are rapidly re-routed to the requested person or department. The speech recognition bots draw on quality data to handle 80% of simpler inbound calls, enhancing caller experience and better supporting agents. This allows agents to have the time to listen to and handle more complex inquiries quickly and effectively. Digitizing their central service center included rapid handling of 60 inbound emergency calls from staff members each day. With Liberty Converse, all emergency calls are monitored as they come in, triggering clear and instant notification to agents. The loud bell used for urgent alerts has been replaced by a clear red banner on screen, with an audible alert. If an agent picks up the call within 6 seconds, while still on a call, Converse automatically informs the current caller and transfers them to the next available agent. This real-time monitoring of emergency calls ensures agents don’t miss a beat in directing emergency units to where they’re needed. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Natural Language Processing (NLP)

Analytics & Modeling - Real Time Analytics

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Quality Assurance

Use Cases

Search & Rescue

Speech Recognition

Services

Testing & Certification

Challenge

Imperial College Healthcare NHS Trust, one of the UK’s largest trusts, provides acute and specialist healthcare to around 1.5 million people every year across five busy sites in north-west London. The trust was struggling with handling over 11,500 inbound calls a day, with agents having little time to determine the purpose of the call before routing it. They had a target KPI of answering 70% of all calls within 30 seconds. The challenge was to optimize inbound and emergency calls by tackling incorrect transfers and relieving strain on operators. This was necessary to reduce caller frustration, ward disruptions, and rising call volumes. In the case of emergency calls, where the time to answer is under 10 seconds, the trust needed to rapidly identify these priority calls amid high call volumes to trigger emergency protocols.

About Customer

Imperial College Healthcare NHS Trust is one of the largest trusts in the UK, providing acute and specialist healthcare to approximately 1.5 million people every year. The trust operates across five busy sites in north-west London. The trust fields over 11,500 inbound calls a day, including emergency calls where the time to answer is under 10 seconds. The trust had a target KPI of answering 70% of all calls within 30 seconds. They were already using Liberty Converse, an omnichannel contact center solution, and decided to deploy Converse’s Interactive Voice Response (IVR) module to help with their challenges.

Solution

To address the challenge of patient frustration and pressure on agents, Liberty Converse provided an effective automated solution. With built-in Interactive Voice Response (IVR), callers are rapidly re-routed to the requested person or department. The speech recognition bots draw on quality data to handle 80% of simpler inbound calls, enhancing caller experience and better supporting agents. This allows agents to have the time to listen to and handle more complex inquiries quickly and effectively. Digitizing their central service center included rapid handling of 60 inbound emergency calls from staff members each day. With Liberty Converse, all emergency calls are monitored as they come in, triggering clear and instant notification to agents. The loud bell used for urgent alerts has been replaced by a clear red banner on screen, with an audible alert. If an agent picks up the call within 6 seconds, while still on a call, Converse automatically informs the current caller and transfers them to the next available agent. This real-time monitoring of emergency calls ensures agents don’t miss a beat in directing emergency units to where they’re needed.

Impact #1	The implementation of Liberty Converse's solution has resulted in a significant improvement in the trust's call handling efficiency. The automated system has reduced the pressure on agents, allowing them to focus on more complex inquiries. The system's built-in Interactive Voice Response (IVR) rapidly re-routes callers to the requested person or department, reducing caller frustration and ward disruptions. The digitization of their central service center has also improved the handling of emergency calls. The system monitors all emergency calls as they come in, triggering clear and instant notifications to agents. This has replaced the loud bell used for urgent alerts with a clear red banner on screen and an audible alert. The real-time monitoring of emergency calls ensures that agents can direct emergency units to where they’re needed without delay. This has resulted in optimized emergency and inbound calls, delivering a better customer experience.

Impact #1

The implementation of Liberty Converse's solution has resulted in a significant improvement in the trust's call handling efficiency. The automated system has reduced the pressure on agents, allowing them to focus on more complex inquiries. The system's built-in Interactive Voice Response (IVR) rapidly re-routes callers to the requested person or department, reducing caller frustration and ward disruptions. The digitization of their central service center has also improved the handling of emergency calls. The system monitors all emergency calls as they come in, triggering clear and instant notifications to agents. This has replaced the loud bell used for urgent alerts with a clear red banner on screen and an audible alert. The real-time monitoring of emergency calls ensures that agents can direct emergency units to where they’re needed without delay. This has resulted in optimized emergency and inbound calls, delivering a better customer experience.

Benefit #1	80% of inbound calls are now handled via automation, up from 43%
Benefit #2	Instant emergency alerts are now available on a single dashboard
Benefit #3	Between 95-97% of calls are now answered

Benefit #1

80% of inbound calls are now handled via automation, up from 43%

Benefit #2

Instant emergency alerts are now available on a single dashboard

Benefit #3

Between 95-97% of calls are now answered

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Overview

Efficient Call Handling: Imperial College Healthcare NHS Trust Optimizes Inbound and Emergency Call Rates

Operational Impact

Quantitative Benefit