Case Study: Heart of England NHS Foundation Trust achieves centralised contact centre efficiency and improved call management with Netcall's Liberty Converse

Contact Centre Move Brings Efficiency and Management Improvements

Heart of England NHS Foundation Trust, which operates a 250‑agent contact centre, needed to relocate and centralise administration while improving efficiency and oversight of incoming calls. A long‑term customer of Netcall, the Trust chose Netcall’s Liberty Converse contact centre software to provide intelligent call routing, enhanced live and historical reporting, better call‑handling statistics, and a no “per‑seat” licensing model to allow future expansion without added licence costs.

Netcall implemented Liberty Converse within an eight‑week timeframe and integrated it with other voice and data suppliers at the new site. The solution now handles an average of 2,000 calls per day (about 240 calls per hour), delivers detailed reports and real‑time visual information that improved staff resource management and accountability, and gives the Trust visibility of unanswered calls so they can proactively adjust staffing levels.

Heart of England NHS Foundation Trust

Lyn Ward

Telecoms Manager