Oxford, UK, May 4, 2020 -- Help is at hand for anyone who needs it during these difficult times, with the first point of call being Oxford City Council’s telephone number - 01865 249 811.
But behind that number is the story of a huge effort to respond to the coronavirus crisis and continue to deliver business as usual.
The team answering the calls
The City Council’s contact centre team usually deal with calls from people and businesses about money matters, missed bin collections, housing queries. The staff are highly trained to work with the caller to understand and resolve their problems at this first point of contact.
The team are now also taking around an additional 100 calls a day from people needing help to cope with lockdown, from practical support like picking up prescriptions to people needing help with their finances, feeling isolated or in urgent need of food. The contact centre still takes around 500 calls a day on all the normal issues as well.
The team of around 55 staff are working from home, and have been rapidly trained and equipped to deal with the coronavirus callers with understanding and support, as well as dealing with the normal calls.
Making a difference
How they handle the calls can make a huge difference to the people asking for help. They talk callers through all the problems they need help with and make sure they get referred to the right support. This could be a volunteer to pick up a prescription, or a locality response hub to help with food, medical needs or isolation.
Call handler Saffron Costello lives in Oxford in a busy house she shares with six other people – hardly the ideal circumstances, but Saffron has set herself up working from her dining table. She recently received a letter of thanks for the way she helped one caller:
"It was lovely to receive a letter of thanks from a member of the public who called for help with collecting shopping. I was able to refer her to the local hub. From there, an emergency food parcel was delivered that same day and a local volunteer was allocated to provide ongoing support."
The team isn’t only taking incoming calls, they are also making phone calls to check on people the council knows may be vulnerable, to make sure they know they can get support. Over 1,200 people have been contacted; to check on welfare, make referrals for extra help and often just offer a friendly chat. For those not reached, face-to-face visits are arranged.
Call handler George Watkins lives at home with his mum in Littlemore. Having evicted his two dogs from the front room he’s turned it into his office, from where he has been helping to make calls to vulnerable residents.
"We’re reaching out to those on the NHS "shielded" list, to older people and to our more vulnerable tenants. Those I speak to often just don’t know that there is support available, particularly older people who have few friends of family nearby. I make sure that they know we are here, and if necessary, pass them on to the hub for some extra help."
Last week the Council’s contact centre took 266 calls and online requests asking for support, and overall support service for the coronavirus crisis responded to 348 new requests for help last week (Mon 27 April -Sun 3 May) for emergency needs like food parcels and health problems from prescription deliveries to tackling loneliness. 82 referrals were made by the council’s voluntary sector partner Oxford Hub.
The top reasons for calls were:
143 requests for urgent supplies
60 requests for picking up shopping
"I’m incredibly proud of the way our contact centre staff have quickly adapted to these difficult conditions and the way they continue to provide an excellent service to communities across Oxford.
"The team are working hard, on hand and ready to answer your call and get you the help you need quickly and efficiently.
"While helping those affected by the coronavirus is a priority, we also continue to deliver our normal business. The council is still open – if we can help, we’re just a phone call away."
Councillor Nigel Chapman, Cabinet Member for Customer Focused Services
If you – or someone you are worried about – needs support associated with the coronavirus outbreak, they can either call or use the online form.
For all other queries relating to Oxford City Council’s services, at this busy time please check our website first before calling the council.
Posted by Veronica Silva Cusi, news correspondent
Published: Tuesday, May 5, 2020
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.
|11.)||Scopserv Integrated Services|
ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
|13.)||The Phone Number Testing Company|
Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.
If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.
We offer a free no obligation test trial
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall