West London Mental Health NHS Trust (WLMHT) has implemented a full-IP Aastra Solidus eCare contact centre solution, supplied by Aastra reseller partner Telent. The new contact centre will allow WLMHT to provide a single point of contact and prompt, efficient call management for the calls from general public.
WLMHT provides a full range of mental health services for people living in the boroughs of Ealing, Hammersmith & Fulham, and Hounslow. The Trust also provides specialist and forensic mental health services, including high secure services at Broadmoor Hospital.
The Aastra’s Solidus eCare contact centre installed by Telent offers agent, management and self-service applications. It operates with the Aastra MX-ONE call control manager already in use with WLMHT at its Ealing headquarters.
The suite of management tools in the Solidus eCare solution provides continuous, detailed insights into the contact centre activity. The real-time reporting enables a WLMHT supervisor to monitor the use of agent resources to provide an optimum service for callers.
Commenting on the installation for WLMHT, Telecoms Manager Graham Kirk said, “We wanted to present a single point of contact for the public calling to all of the Trust’s locations on a 24-7 basis. We also use the contact centre to manage internal calls to our IT service desk, Facilities helpdesk, reception and certain emergency calls. The Aastra 24 seat contact centre system provides this with a professional response to callers, giving them information about their place in a call queue. Although we do not use all 24 agent seats at any one time, the system allows us to escalate agents responding at peak periods. The management reporting is comprehensive and gives us the information we need to allocate the correct resources based on known calling patterns.”
For Telent, Maurice Lee, Business Development Director said, “The Aastra contact centre solution we have implemented has allowed WLMHT to centralise call answering for all the Trust’s sites, greatly increasing call handling efficiency. The reporting functions allow WLMHT to measure and manage in-bound calls effectively.”