Case Study: Leeds Teaching Hospitals NHS Trust achieves faster call handling and low single-figure abandoned-call rates with Netcall Liberty Converse

Migration to a cloud-based contact centre cuts time hanging on the line

Leeds Teaching Hospitals NHS Trust, one of the UK’s largest acute hospital trusts, faced rising outpatient call volumes and a legacy, landline-based contact centre that was hitting capacity—particularly during COVID—leading to long waits and abandoned call rates of 20–40%. To support its digital strategy and enable flexible, resilient working, the Trust partnered with Netcall and moved to the cloud-based Liberty Converse platform and soft-phone setup.

Netcall implemented Liberty Converse with a triage team, call‑back queuing, call recording and integration work toward Netcall’s Patient Hub to enable digital appointment management. The change cut abandoned calls to low single figures, handled daily peaks of around 1,400 calls more effectively, resolved roughly 60% of enquiries at triage, enabled remote working and better demand visibility, and delivered operational efficiencies and staff protections.

Leeds Teaching Hospitals NHS Trust

Richard Moyes

General Manager