Case Study: NHS transforms contact center support and scales rapid onboarding with Capacity

NHS onboarded 20,000 agents in under a month with Capacity

The NHS, the UK's publicly funded healthcare system, faced the immense challenge of rapidly onboarding over 20,000 new home-working contact center agents to support its Test and Trace program during the COVID-19 pandemic. The British Government required a solution from vendor Capacity that could unify multiple legacy systems, ensure strict regulatory compliance, and enable swift agent training to handle a high volume of calls efficiently and accurately.

Capacity implemented its Agent Guidance platform to provide real-time, dynamic support to the agents. The solution presented agents with the necessary information and scripts at the exact moment they were needed during calls, which drastically reduced handling times and ensured consistent and compliant procedures. This support from Capacity was crucial, enabling the newly recruited agents to confidently navigate calls and successfully capture contact details. The platform processed an impressive 241,000 script runs per day, directly aiding the effort to control the spread of the virus.

NHS (National Health Service)