Case Study: Imperial College Healthcare NHS Trust improves inbound and emergency call handling with Netcall Liberty Converse

Imperial College Healthcare NHS Trust optimises inbound and emergency call handling rates

Imperial College Healthcare NHS Trust, one of the UK’s largest trusts, needed a better way to handle more than 11,500 inbound calls a day across five busy sites. With agents spending little time determining call purpose before routing, the trust wanted to reduce incorrect transfers, relieve pressure on operators, and meet a target of answering 70% of calls within 30 seconds. It already used Netcall’s Liberty Converse contact centre solution and added the speech recognition IVR module to help manage inbound and emergency calls.

Netcall’s Liberty Converse helped automate routing so callers were quickly sent to the right person or department, with speech recognition handling 80% of more straightforward inbound calls. The system also monitored about 60 emergency calls a day, triggering instant alerts on a single dashboard and supporting a response within 6 seconds. The trust reported 80% of calls handled via automation, 90% answered within 30 seconds, between 95% and 97% answered overall, and 0 calls unanswered.

Imperial College Healthcare NHS Trust

John Wintour-Pittom

Head of Operations for Trust Telecom