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News : London Coronavirus: An NHS 111 Call Centre is Hiring a Supervisor

#contactcenterworld

London, UK, March 20, 2020 -- An NHS 111 call centre in Southall is looking for a supervisor.

With the urgent phone line now fielding huge numbers of callers worried coronavirus, this position is not for the faint-hearted.

The role is with private health care company Care UK who have an NHS contract to run the busy centre.

The advert reads: "Working with 111 is a demanding but highly rewarding career where you’ll realise you’re making a difference to patients who use the service every day."

The potential employee will be offered just under £26,700 to "provide training, coaching and monitoring of all call handlers" to help "ensure the effective delivery" of the line.


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People skills are a must as the successful candidate will deal with "callers comments, compliments and complaints in "real time".

You’ll need a C or above in English and Maths GCSE, good IT skills and to be "ever flexible in approach to ever changing demands".

This is certainly not a nine-to-five as applicants should expect "early mornings, late evenings, and overnights" to support the 24-hour service.

A Care UK spokesperson said: "This role is a position of key responsibility within a fast paced clinical call centre environment.

"We’re looking for someone who is organised, calm under pressure and can maintain and develop the exceptional standards we set our call handlers as they support patients at an exceptionally challenging time."

An update to the 111 online service was launched on March 4 to free up clinical call handlers to prioritise callers with coronavirus symptoms.

NHS England data showed that 111 calls went up by a third in the first week of March compared to the same period in 2019 with around 120,000 more calls being placed.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.mylondon.news


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 - Be Prepared!

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

Published: Monday, March 23, 2020

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
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
 

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