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News : Coronavirus Health Helpline Call Spike

#contactcenterworld

Essex, England, March 11, 2020 -- The number of calls to 111 from people in Essex has rocketed due to coronavirus fears.

There were 20,978 calls to NHS 111 last week from the Essex and Suffolk area in the week ending March 1.

That was up 20 per cent compared to the week before, when there were 17,513 calls to the advice line.

It is also up by 31 per cent from 16,026 calls in the same week last year.

The massive jump in demand means more callers are having to wait more than a minute to speak to an advisor.

Last week, 44 per cent of calls from patients served by south and mid Essex, north east Essex and Suffolk and west Essex , were answered within 60 seconds.

That was down from 72 per cent the week before and 76 per cent in the same week last year.

There was also a big rise in the number of calls being abandoned after at least 30 seconds of waiting – up from 435 in the week to February 23, to 1,854 in the week ending March 1.

Overall, NHS 111 answered 17,247 calls last week in the area, up from 16,170 a week before.

An NHS spokesperson said: "NHS staff are working round the clock to respond to the coronavirus outbreak, with 111 services dealing with over 120,000 more calls than the same week last year.

"That’s why we’re already recruiting 500 additional initial call responders to answer up to 20,000 more 111 calls every day, with further staffing increases in train, providing a new online service which can provide advice at the touch of a button, and boosting the availability of clinical advice for those who need it."

By Tuesday (March 10) afternoon, nine people from Essex and its surrounding areas were diagnosed with coronavirus.

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A region-by-region chart revealed that there are five cases in areas governed by Essex County Council and one in Southend.

Another three cases very close to Essex were confirmed by The Department of Health and Social Care on Monday.

Two cases in Havering and another in Waltham Forest were also announced.

Among the cases is a patient who visited Baddow Village Surgery, in Great Baddow, at the end of February but who has now tested positive for the virus.

The surgery, on Longmead Avenue, only found out about the confirmed case on Monday.

A "small group" of teachers from Westcliff High School for Boys were asked to self-isolate on Monday after the grandparent of a student tested positive for the virus.

The school revealed that the teachers had all come in contact with the grandparent during a visit last week.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.eppingforestguardian.co.uk


About NHS:
Company LogoNHS Direct is a 24 hour health advice and information service provided by the National Health Service (NHS) in England. NHS Direct provides confidential access to medical information, guidance and reassurance through a range of interactive services. These include an expert telephone advice line and detailed web resources.
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Today's Tip of the Day - Measures

Read today's tip or listen to it on podcast.

Published: Thursday, March 12, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
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:

2.) 
Cloudonix

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.

4.) 
DiRAD Technologies

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.

6.) 
Megacall

VOIP services
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

7.) 
NetSapiens

SNAPsolution
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...
(read more)

8.) 
Nuxiba Technologies

CenterWare
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!

9.) 
Televergence

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.

10.) 
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
 

About us - in 60 seconds!

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