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News : Coronavirus: Long Waits and Unanswered Calls as Healthline Inundated

#contactcenterworld

Auckland, New Zealand, March 16, 2020 -- People are spending hours on hold while others are being disconnected as they try unsuccessfully to get through to Healthline for medical advice.

But the Ministry of Health says it is looking to bolster the service and has increased the number of staff to 150 since February to meet the increasing demand.

A Herald reader waited on hold to Healthline for three hours before hanging up and was frustrated that people experiencing symptoms could not get the advice they needed.

"It's ridiculous that I can't seek help or get clarification as to what I need to be doing if experiencing symptoms," she said.

Others who called Healthline received a pre-recorded voice message which apologised for not being able to take their call and advised them to call later.

"We really do apologise we can't take your call," the message said before hanging up on them.


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Another reader said she received a message saying that when she called the hotline for information of self-isolating she was played an answering message that said nobody could answer the call because it was night time.

There are also reports that parent helpline PlunketLine is overloaded.

As the number of cases in New Zealand continues to rise and the Government takes drastic measures to control the spread, Healthline is receiving more than four times its usual call numbers from the same time last year, with 4500 calls received yesterday.

Flatten the curve
Move the slider left to see what happens when the number of people infected by each infected person is reduced.

How can you flatten the curve?

Stay at home if you are unwell
Avoid large crowds
Wash your hands regularly
Avoid touching your face
Reduce physical contact

A Ministry of Health spokesperson said it was prioritising callers with health issues, bringing in a further 50 nurses and getting additional support from ambulance and Plunketline.

Healthline was monitoring 2875 people in self-isolation and this excluded those people who arrived into the country from 1am Monday.

In an attempt to reduce the workload, people calling Healthline about self-isolation are being referred to a separate call centre or being advised to register for self-isolation online.

A large number of the calls being received are from people wanting general information about coronavirus, which means people needing clinical advice are waiting longer.

People with coronavirus symptoms should call Healthline for advice and direction and to call their GP or hospital before arriving for assessment.

The Herald is seeking a response from the Ministry of Health about what people should do if they cannot get through to Healthline.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.nzherald.co.nz


Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Tuesday, March 17, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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