Case Study: Mersey Care NHS Foundation Trust improves crisis call handling and clinician efficiency with Calabrio

Calabrio Transforms Mersey Care’s Mental Health Crisis Services

Mersey Care NHS Foundation Trust, one of the largest providers of mental and mental health services in the North West of England, needed to launch a 24/7 urgent mental health Crisis Helpline quickly during COVID-19. Its existing technology could not adequately support response-time targets, rising call volumes, or the flexibility and resilience needed for a modern crisis service, so the Trust turned to Calabrio and Cisco Webex Contact Center.

Calabrio helped deliver a customized contact center solution with real-time and historical analytics, transcription, call routing, text-to-speech, and live dashboards to support clinicians and prioritize urgent calls. The impact has been significant: Calabrio helped reduce after-call notes and reporting time, 21% of clinician-handled contacts were identified as “clinical,” and 15.3% of contacts were found to be repeat callers, while monthly call handling grew from about 2,000 to 9,000 and the service has supported 500,000 more people than in 2020.

Mersey Care NHS Foundation Trust