Improved client connection – tips to cut the queue
Posted on April 19th, 2018
CENTACARECQ is currently monitoring all incoming calls and feedback.
This has already led to several improvements to the operation of the Client Contact Team and their phone system.
• The employment of an additional Client Contact Officer (bringing the team up to six members)
• The employment of an additional Client Contact Officer (bringing the team up to six members)
• Removal of the 4-minute cut off which forced clients to leave a message often when they were next in the call queue
• The removal of the numbering system in the queue which has been off-putting for callers
• The average call response time on a normal business day is now 80 seconds.
An overview of incoming calls per week:
• Last week CentacareCQ received over 2,340 calls
• Last week CentacareCQ received over 2,340 calls
• The busiest day was Monday which received 551 calls
• The busiest hour was 9am-10am Monday where 79 calls were received in the hour (more then 1 per minute)
• The information provided by the system strongly indicates that call volumes vary throughout the day with the busiest period occurring on the hour (ie: 7am, 9am, 10 am).
The CentacareCQ team wish to thank their clients for their continued patience and support as they implement these significant changes and encourage clients to report any issues so the organisation can continue to improve their systems and streamline their processes.
Meet the team: https://www.centacarecq.com/centacarecq-even-connected-clients/
Cut the Queue
Here’s a couple of tips to reach CentacareCQ‘s Client Contact Team sooner so that your needs are met quicker.
Avoid calling if possible for any non urgent requests on Monday and Tuesday mornings 7am-11am as this is the busiest time to call and you will expect a longer than normal wait time.
Please press 1 and leave a message if you have waited for a longer than normal length of time.
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