Glasgow, Scotland, July, 2021 -- Thousands of calls to Scotland's vaccine helpline have gone unanswered as staff struggle to meet demand, figures show.
NHS Inform runs a telephone service for all general covid vaccine inquiries, such as missed appointments, from 8am-8pm seven days a week.
Figures obtained by Scottish Labour show thousands of calls to the helpline have been abandoned after average waits skyrocketed.
On every weekday between 17 May and 9 June, over a quarter of calls to the helpline were abandoned, while in May alone, over 20 per cent of all calls were abandoned.
On three separate days - 24 May, 5 June and 7 June, -over half of all calls were abandoned. On 24 May, those calling to register for a vaccine faced an average wait of over 23 minutes.
....NOTE - content continues below this message
INVITATIONWe invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!
>>>>> FIND OUT MORE: HERE
The increase in wait times comes as the volume of calls to the helpline increased - there were over 670,000 calls to the helpline in May and almost 200,000 in the first nine days of June alone.
It comes as daily vaccination rates have plummeted in recent weeks as fewer Scots under the age of 30 come forward for their first dose, and many others currently waiting eight weeks for a second jab.
The latest figures from Public Health Scotland show that in the four weeks between June 12 and July 9, almost two-thirds (64.7%) of confirmed coronavirus cases were among the unvaccinated.
Just over half (51.6%) of Covid-19 hospital admissions for the same four-week period involved unvaccinated individuals, with 70.6% of this group aged under 40.
Scottish Labour health spokeswoman Jackie Baillie said: "It is deeply worrying that thousands of Scots who are seeking help or guidance on the vaccine programme are being left hanging on the telephone or having to give up without answers.
"We simply cannot have thousands going without the help and guidance that they need.
"It is the duty of the Scottish Government to ensure that the vaccine helpline is fit for purpose and that staff are properly supported in carrying out their duties.
"The success of the vaccine programme is on the line – every effort must be made to support helpline staff and to ensure people get the help and guidance that they need."
Posted by Veronica Silva Cusi, news correspondent
Published: Tuesday, July 20, 2021
|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.
|2.)||Computer Data Services, LLC|
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
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.
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.
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
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.
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.
*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 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.