Case Study: NHS Greater Glasgow and Clyde improves call handling with Enghouse Interactive

Improved Call Handling and Customer Service

NHS Greater Glasgow and Clyde, a large public-sector health board serving over one million people in Glasgow, needed to improve the way its switchboard handled public calls. Operators were relying on manual, paper-based processes and inconsistent call-handling methods, which slowed response times and made message taking less accurate. The board turned to Enghouse Interactive, using its Intuition for Avaya and Corporate Directory solutions, to create a more efficient first point of contact.

Enghouse Interactive deployed Intuition Operator Consoles across the NHS board’s hospital sites and later added the Total Info online directory to centralize contact data for staff and out-of-office numbers. The result was faster, more consistent call handling: calls answered within 20 seconds improved from 86.85% to 92.97%, internal answer time dropped from 20 to 12 seconds, and average call handling time fell from 33 to 18 seconds. Monthly call volume also rose from nearly 170,000 to over 234,000, while operators reduced paper use significantly, with one hospital going fully paperless.

NHS Greater Glasgow And Clyde

Karen McSweeney

Telecommunications General Manager