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News : Council Releases Weekly Statistics on Emergency Help to Residents

#contactcenterworld

Oxford, UK, April, 2020 -- Oxford City Council’s support service for the coronavirus crisis helped 375 residents last week (Mon 6 April -Sun 12 April) coping with emergency needs.

This included helping with issues such as food parcels and health problems, from prescription deliveries to tackling loneliness, and has helped 800 requests for support overall since the service began.

The Council’s contact centre took 375 calls and online requests asking for support. The top reasons for calls were:

191 requests for urgent supplies needed
176 needed picking up shopping
44 from people feeling lonely/needing a friendly call

The contact centre was able to help by referring people to the locality response hubs the council has set up for urgent problems getting food and other supplies. They also put people in touch with volunteers who can collect shopping and prescriptions, and referred callers to voluntary groups who arrange daily contact calls to tackle loneliness.

Residents needing support can fill out the form online at www.oxford.gov.uk/CommunityAssistance or call the contact centre on 01865 249 811.

The contact centre is also directly contacting residents they believe may be in need of support, using existing data, so that they can make sure the right help is in place for those people. The centre has contacted over 2,000 residents by phone, and follow-up visits will be made to check on those they were unable to reach.

Last week support delivered included helping a deaf resident to get online. Video calling was essential for him, as he communicates using sign language, but he was struggling to get online. The locality response hub staff delivered off a dongle to get online, using prepared message cards to explain who they were and to check if any other support was needed.

"The hubs and volunteers are doing fantastic work getting the right support out to people. We’re actively contacting those we know may need extra help, to make sure we don’t miss anyone. I’m very proud of the fantastic teams we have, who are doing all they can to support people in the community. If you need assistance or are concerned about someone else in your community who might need help, please do get in touch with us, we all need to be looking out for each other at this time."

Councillor Marie Tidball, Cabinet Member for Supporting Local Communities

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.oxford.gov.uk


Today's Tip of the Day - Choosing a Telecom Supplier

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

Published: Friday, April 17, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automated Call Distributors

 
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.
PH: +1 512-872-7565

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
PH: 1-720-362-5005
 

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