Skip to content
  • 0330 229 1384 0330 229 1384
  • 0330 229 1384 0330 229 1384

Healthcare Call Centre Setup

3CX Partner

When Covid hit a healthcare company required a VoIP System to act as a call centre which has now transitioned into a fully functional phone system for the business with call routing and IVRs


Overview

Firza has developed an expanding workforce over the past five years. Their experience of working in General Practice enables them to mobilise quickly and respond with viable solutions that suit the individual needs of the practice team.

They have utilised their skills, experience, resource and technology to demonstrate opportunities for cost efficiencies for value-based healthcare and the benefits of expanding the diversity of skill mix in General Practice.

They work for organisations that can combine the pragmatic implementation of new technology and workload solutions. While also delivering technology and digital services for the modern-day General Practice.

Client: Firza
Industry: Healthcare
Services: VoIP System
Via: www.firza.health

Challenge

Firza had won a contract just after COVID19 struck and required a telephone system for over 50 employees so they could call patients to carry out a COVID health questionnaire.

They currently had nothing in place as there was no need for their employees to make phone calls prior to this. They required multiple geolocation numbers as they worked on behalf of multiple different surgeries across Kent, London, Essex, Sussex and the rest of the UK.

They required a phone system up and running within a couple of days.

Solution

ORB Tech Solutions offered them a VoIP solution. This solution would be kept and run on a cloud server which handled the calls. There would then be an application to be downloaded onto their employee’s machines.

This application would act a physical handset so they could make and receive calls. Each staff member would be dedicated to making phone calls for certain surgeries in the area so would require a unique geolocation number. This would then show the patient they were calling that it was a local number.

We offered a tailor-made solution that would help them achieve their goal using the 3cx system partnered with a very reliable SIP provider.

Results

After the initial conversion with Firza our staff put the plan into action working overtime and over a weekend.

Multiple geolocation numbers were purchased and allocated to the relevant staff members. These staff members had an email waiting for them on Monday morning with the configuration file required for their 3cx application.

An engineer provided onsite training to all staff on how to use the 3cx application and understanding how it works.

Firza have implemented their phone system into much more than just a call centre and use it to its full potential with call routing and IVRs to make sure clients who call get routed to the correct department or person.