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News : Doctors on Call Hotline Launched Nationally Amid Outbreak

#contactcenterworld

Durban, South Africa, April 9, 2020 -- In response to the global Covid-19 pandemic a national medical support hotline has been launched to assist South Africans, as the number of confirmed cases in the country passes the 1700 infected mark.

Supported by Nedbank, the KwaZulu-Natal Doctors Healthcare Coalition (KZNDHC), Usizo Advisory Solutions and Vula have championed an urgent private sector response from primary health-care doctors to provide a "Doctors on Call" hotline to all South Africans. Callers pay the normal cost of a call but don't pay to talk to the doctor.

More than 450 medical doctors across the country have voluntarily committed their professional time and expertise to the initiative.

"Defeating this epidemic will require unprecedented support from all stakeholders, both public and private. This support demonstrates good corporate citizenship and contributes towards protecting our employees, customers and the sustainability of business in our country," said Professor Morgan Chetty, head of the KZNDHC and member of a task team working with the government to co-ordinate a response to the pandemic.

"Support for this programme could help flatten the curve, save our health system from being overwhelmed, protect our economy and ultimately save lives," said project leader Dr Anuschka Coovadia.

Doctors on Call offers a Covid-19 medical helpline to provide support and immediate advice to concerned callers. It operates on weekdays from 8am until 5pm.

"Administered by a call centre, all phone calls are received by a trained call centre agent, screened and then routed for a telephonic consultation with a doctor, for advice related to Covid-19. This is a small step towards a big mission," said Coovadia.

She said the doctors had been trained according to the national health guidelines standard operating processes and would provide advice according to the NICD regulations.

Nedbank acknowledged that this was a time of heightened anxiety for all South Africans. They said they were committed to using their money and expertise to do good by supporting relief measures and endorsing steps to ease the burden on society.

"This initiative will provide all South Africans, and the most vulnerable communities who don't necessarily have easy access to a doctor, with the ability to engage with a doctor to initially assess their symptoms, without having to visit clinics or health-care facilities anticipated to experience severe pressure. We welcome this initiative as it can help limit and contain the spread of this highly infectious virus," said Craig Evans, Nedbank Southern Division divisional executive, retail business banking.

All calls are documented and reported using the Vula app designed by Dr William Mapham. Referrals are made to the NICD for testing and results are captured on the Vula app.

This data collection is vital in tracking the spread of the virus and particular outbreak areas. All data collection is done in line with the National Institute for Communicable Diseases' (NICD) requirements. All Covid-19-related data will be stored by the NICD after the pandemic is over and studied to look for patterns that may assist if a similar event happens in the future.

When to call:

If you have symptoms of coronavirus.

If you have a travel history and feel you might have been exposed.

If you have been in contact via any other means.

If you need additional information about coronavirus.

Doctors on Call is an independent, philanthropic, doctor-led response to Covid-19. Support for this not-for-profit programme could help flatten the curve, save South Africa's health system from being overwhelmed, keep doctors at work, protect the economy and save lives.

Doctors on Call is at 0870550234.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.iol.co.za


Today's Tip of the Day - Where Is The Problem?

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

Published: Friday, April 10, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

5.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

6.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

7.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

8.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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