HSS Contact Centre launched
Health Support Services (HSS) successfully launched our Contact Centre and 13 44 77 on 26 August, making it easier for our customers to contact us with their queries.
The initiative seeks to improve how our customers navigate their way through HSS to find the answers they are seeking by replacing 38 previous phone numbers with one simple number.
Director Contact Centre, Carolyn Peel said the team is already kicking some serious goals in a short space of time.
“Our Customer Experience Consultants have answered more than 8500 calls - achieving our service level of 80% of calls answered within 30 seconds in our first three weeks of operation” Carolyn said.
“This is a great achievement and we look forward to continue delivering these positive results.”
The HSS Contact Centre is a major Transform2021* milestone and is part of our aim to deliver simple, reliable and responsive services that support our customers to provide excellent health care.
This initiative was a result of strong collaboration and support by all HSS business units and is testament to our “We make a difference together” corporate value.
* Transform2021 is a 3-year transformation journey, which covers a range of initiatives across HSS, is aimed at delivery simpler processes, more reliable services and a better experience for our customers.