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News : DHSC Sets Up Hotline for Brexit Disruption to Supplies

#contactcenterworld

London, England, March, 2019 -- NHS suppliers have been told to contact a new 24/7 call centre run by the Department of Health and Social Care if they experience disruption to their deliveries following a no-deal Brexit.

The call centre will "record supplies disruption concerns" from companies and "route them correctly", according to a letter from DHSC’s chief commercial officer Steve Oldfield to suppliers on 26 March – seen by HSJ.

The facility is part of the DHSC’s national supply disruption response, which will offer "logistics troubleshooting" to suppliers whose consignments are "stuck in border disruption".

This will include directing suppliers to the special shipping route operated by DHL on behalf of DHSC, following the establishment of a no-deal Brexit logistics hub in Belgium.

In his letter, Mr Oldfield wrote: "I recognise some of the difficulties in identifying when issues in the supply chain will result in disruption to the continuity of supply.


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"However, I would urge all suppliers/sponsors to report emerging supply issues at the earliest opportunity to the NSDR so that we maximise the time available to identify solutions with you."

When reporting supply disruption issues to the response team, suppliers will be asked for detailed information, such as:

The cause of the disruption and anticipated duration;
Descriptions, names and codes of products affected and their storage conditions and shelf life;
The likely impact of the disruption; and
The number of healthcare providers and/or patients that could be affected.

Mr Oldfield said the response team will "respect the commercial sensitivity of any information reported".

The response team should also be told of risks even if they are not related to Brexit, and instead are caused by things like "materials shortages, manufacturing outages, quality issues or regulatory challenges etc".

Suppliers are also asked to notify the response team of any "direct communication to care providers or patients" in relation to emerging supply disruption issues.

"Where possible, the NSDR teams will look to work with you to coordinate communications to ensure clear, consistent and timely messaging," Mr Oldfield said.

Additionally, the DHSC has asked suppliers to have in place "effective procedures for monitoring and managing demand to detect and challenge excessive ordering, and control stock despatches," Mr Oldfield’s letter stated.

In a separate letter sent to NHS trusts this week, Keith Willett, the NHS’ Brexit strategic commander, told trusts to report supply issues to their "supplies department", which could then escalate the issues to the NSDR team if necessary.

The UK is scheduled to leave the EU on 12 April or 22 May, depending on whether the prime minister’s withdrawal agreement passes through Parliament.

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.hsj.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 - Season Greetings

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

Published: Monday, April 1, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Premium Listing
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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