8th January 2016

NHS professionals

Expanding customer service by connecting homeworkers.

The client 

NHS Professionals is the leading provider of managed flexible worker service to the NHS. The company works in partnership with NHS Trusts across England to manage temporary staffing banks on their behalf. They have approximately 50,000 general and specialist nurses, doctors, midwives, administrative and other healthcare professionals signed up to their database.

The challenge 

NHS Professionals wanted to expand their call centre operation by transparently incorporating homeworkers into their team. To do this, they needed a flexible, reliable and secure system that would enable their new team members to deliver the same service from home.

The solution 

We developed a bespoke Homeworker Bundle. Each homeworker received all the necessary hardware and software required to connect them to the NHS Professionals system.

A new telephone line, handset, laptop and pre-configured router were installed directly into each residential premises, along with a welcome pack to provide all the information they need to set-up and use the system. For any issues, Immervox are on-hand, providing continuous support. And to enable easy expansion, we developed a bespoke online ordering tool for NHS Professionals' IT team to order additional bundles as needed.

The package is extremely flexible, using SIP trunking to provide limitless expansion, robust service continuity and excellent Disaster Recovery. Crucially, SIP removes geographical number restrictions, putting each homeworker – spread across the country – on the same number.

What the client said 

"The new system provides NHS Professionals with everything they need to continue expanding their team with homeworkers in a robust, secure, efficient and cost-effective manner.

They are so pleased with the system – and the customer care we've provided – that we've been commissioned to roll out the Homeworker Bundle to their work with Trusts."

Phill Bartlett, Telecoms Manager, NHS Professionals 

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