Telecoms introduction

mhhp has invested in a national system of networked telephony called a Virtual Call Centre (VCC). The sophisticated VCC offers a range of benefits to participating helplines including:

• Greater flexibility and quality with better local control. For example workers can log on from any location (including home) so that calls are delivered to the person best able to help the caller. Meanwhile supervisors are able to update all aspects of the service and view performance real time via the internet.
• Increased connectivity between helplines within and outside the Partnership. This offers the ability to share calls with other locations when the initial helpline is closed or busy. Advisers can also transfer calls to specialists offering a one stop shop without the caller re-dialling
• Improved management information. Helplines have access to comprehensive statistical information, much of it real time enabling them to plan services to truly meet the needs of callers.
• Amazing value for money. Through the buying power of the Partnership's economies of scale these and many other benefits can be provided at class leading rates and without the need for helplines themselves to invest in costly technology.

...and we're not stopping there! Right now we have ambitious plans to develop the VCC to include a range of enhanced features including webchat, texting and interagent chat functions.

If you would like to see a demonstartion of how the VCC works click on the image below