Contact Centre Virtualisation – Business Case, Programme Design and Delivery
Provider of Health & Social Care Equipment
A UK health and social care provider saved £350,000 and boosted service resilience by virtualising customer service teams to improve consistency across depots.
Sector: Health
Location: UK
Ownership: Privately owned
Duration: Short Term
Challenge
The client was about to embark on a complete technology refresh, with a new Electronic Health Record (EHR) patient management solution, patient interaction tools and CRM. In advance of starting the transition process, the company’s owners wanted to review how it interacted with patients, both NHS and private sector.
Solution
We undertook a detailed review of available management information data – and arranged for the capture of more when it was not available. In addition, we held a series of one to-one and group discovery sessions with patient-facing staff, members of support teams and wider stakeholders within the business.
This was supplemented by analysis of review sites and other patient fora, we carried out ‘mystery shopping’ contacts to assess competitors’ patient proposition and approach.
Outcome
A series of recommendations were proposed and the vast majority were eagerly accepted for adoption, both through and subsequent to the technology transition. They included:
Patient communications, email and on-line guidance changes, IVR re-design and out-of-hour chat-bot deployment
Creation of a unified queue, cross-channel resource scheduling and advisor knowledge presentation, all newly feasible with new technology
Organisational redesign, with merger of separate report-writing teams, creation of a Learning & Development function and career progression routes for administrative and assistant psychologist staff
Guidance to optimise the effectiveness of the new ‘tech stack’ roll-out, including over-investment in requirements gathering, communication and use of colleague ‘super user’ solution champions
Client Quote
“I just wanted to formally thank you for the superb job you have done for Clinical Partners on the contact centre review. It was very thorough, not intrusive, the output was clearly way above expectations, and has given us so much to work with to help us to transform in the right way. The bang for buck ratio is pretty high and I would recommend you to anyone going through any sort of transformation that involves facing out to customers – just a great job.”