NEWS
Advantage Healthcare has recently overhauled the delivery of its out-of-hours service by introducing a new cloud-based telephony solution from NewVoiceMedia. Using the NewVoiceMedia telephony system, ContactWorld for Salesforce, Advantage Healthcare will be able to automatically re-route calls to its Telford head office and direct them to a specific handler.
By ensuring all calls are dealt with by their own experienced staff, Advantage Healthcare will be able to provide clients with a fast, personalised and overall improved service.
The functionality of the NewVoiceMedia solution means that call handlers will instantly know which branch a call has originated from and the client will be able to deal with the same agent if they call back.
"We provided a 24/7 healthcare service to our clients, so it's particularly important that we can manage enquiries effectively outside normal office hours", explains Dawn Lee, Process Implementation Manager. "Bringing this function in-house gives us greater control over a critical aspect of our service. The virtual nature of the NewVoiceMedia solution gives us the flexibility to do this at a highly afford cost. We were especially pleased with the speed by which NewVoiceMedia was able to provide this soltution"
