NUFFIELD HEALTH PRESCRIBES BT’S CLOUD CONTACT CENTRE SOLUTION FOR IMPROVED CUSTOMER SERVICE

Contact centres can now provide job opportunities for the visually impaired

BT’s award winning cloud-based contact centre solution, BT Cloud Contact, is helping Nuffield Health, one of Britain’s largest healthcare charities, provide customers with a quicker, more effective service and open up job opportunities for the visually impaired.

Nuffield Health, which brings together private hospitals, health clinics, fitness and wellbeing centres, diagnostic units and a wide range of treatments in one complete healthcare service, awarded BT a three-year contract for BT Cloud Contact earlier this year.

The service allows call centre agents to respond quickly and effectively to customers through multiple contact channels such as e-mail, chat, voice and call back. Agents are able to manage multiple forms of customer contact, while ensuring each contact is recorded and tracked across the entire organisation. This results in speedier contact resolution and a more efficient way of delivering customer service.

The new service which went live at the beginning of January is also easy to use for the visually impaired. Using specialist software called JAWS® Pro provided by Freedom Scientific, the system reads aloud the information displayed on the agents PC screen and provides access to a wide variety of informative, educational, and job-related applications.

Andrea Peskett, head of contact centres, Nuffield Health, said: “Customer service is at the heart of our organisation so it is crucial that our contact centres are able to handle enquiries quickly and effectively. The BT Cloud Contact Solution has only been live for a matter of months and it is already delivering tangible benefits, not to mention, expanding opportunities to partially sighted users within the organisation.”

Huw Owen, president of BT Health, said: “Innovation is central to everything we do at BT Health and it is particularly pleasing to see how this particular application is opening up opportunities for the visually impaired to make a valuable contribution to helping Nuffield Health provide world class customer service. We look forward to a long and productive relationship with Nuffield Health which will help them deliver on-going improvements to customer service on a cost effective basis.”

BT Cloud Contact offers a new approach to deploying contact centres, which means that organisations like Nuffield Health are able to outsource the technology, while maintaining control of the applications and keeping agents in-house, even across multiple locations. The benefits of merging voice and data onto one network, together with the flexibility gained from cloud contact centre platforms and the use of intelligent, skills-based routing can combine to create a virtual team of agents, located anywhere, who can handle customer queries in a timely, cost effective manner.