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News : COVID-19 Call Centre: Western NSW Residents Call for Help Amid Pandemic

#contactcenterworld

Dubbo, NSW, Australia, April 22, 2020 -- Misunderstandings about coronavirus symptoms and restrictions have led to a surge in calls to the COIVD-19 Clinical Call Centre during the past few weeks.

The call centre was launched on March 20 to assist people in the Western NSW Local Health District and since then more than 1100 calls have been received.

Call centre manager Lyndal O'Leary said call takers located in Bathurst, Dubbo, Orange and Broken Hill have answered calls on everything to do with the virus and its impact on people's lives.

"If the PM makes a statement or the chief health officer makes a statement, that'll be the flavour of the calls in the morning," she said.

"Other calls are about what happens if I get it? Should I be in isolation? What does isolation mean? What is essential travel? Then there's all the nuances surrounding the legislation."

Ms O'Leary said people with COVID-19 symptoms call for support, while others ring for work advice following a close contact with a suspected or confirmed case.

"We get calls from people who were in isolation because they'd had a close contact with a suspected case that proved to be negative," she said.

Ms O'Leary said some workplaces request a letter from health authorities before they allow these employees back and call centre staff can liaise with the Public Health Unit on their behalf for this.

People also call to advise that someone they know is not abiding by self-isolation restrictions or flouting non-essential gathering laws by having a party.

These callers are referred onto Crime Stoppers or their local police.

In the first 11 days of operation, 522 calls were received with 65 per cent (341) of them from the general public, 25 per cent (133) from health professionals and the rest from businesses, aged care facilities and the police.

The COVID-19 Clinical Centre operates Monday to Friday from 8am-5pm and can be contacted on 1300 066 055.

After hours, members of the general public can contact HealthDirect for assistance on 1800 022 222 for further information.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.centralwesterndaily.com.au


Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

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

Published: Thursday, April 23, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
PH: 1+480-435-9390
 

New 2021 Membership

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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