Finalgal Home Care, Intellicom

Intellicom completes Fingal Home Care contact centre project

Trade
Pictured: Andy Shortall, Fingal Home Care and Neil Wisdom, Intellicom

25 September 2015

Unified communications provider Intellicom has deployed a two-site hosted contact centre solution for Fingal Home Care.

Intellicom’s Intelligent Communications Platform (ICP) supports the delivery of critical home care services to over 800 of the not-for-profit company’s clients in north Dublin, Louth and Meath.

The central administration function, located at head office in Skerries, Co Dublin, manages daily call volumes of approximately 500 calls across 5,000 individual shifts.

Up to 300 staff provide home care services to those in need, promoting independence and the highest levels of dignity for clients who wish to remain at home.

“We need to have contact ability between ourselves, the carers, clients and also the next of kin. Unlike most businesses, if a shift isn’t covered, our client’s life could be at risk. Clients also need to be able to contact us to cancel shifts, if they’re off with family for example. Then we can reschedule carers to other shifts and move them elsewhere,” said Andy Shortall, operations systems manager with Fingal Home Care. “The hosted contact centre supports several functions within the business, including client communications, the scheduling of shifts for carers, who work flexible hours and the monitoring of carer shifts. For example, if a carer hasn’t checked in via phone within 10 minutes of their scheduled shift start time, the monitoring team can contact the client, let them know that their arrival has been delayed and give them an accurate start time.”

Neil Wisdom, managing director, Intellicom, said: “The hosted nature of the solution provides Fingal Home Care with maximum flexibility in a very unpredictable environment.

“Staff can quickly add, move or change handsets across both locations without having to engage technical staff. Because the system is based on Voice over IP we can quickly and easily increase the number of operational voice lines associated with the services. Voice mails are received in the form of WAV files and can be quickly acted upon and archived. But one of the big benefits is the facility to allow staff to work from home.  They can have all the functionality of sitting in the office, by leveraging their broadband and a static IP address, which we configure.”

The contact centre solution also provides call recording, a critical function for clients with alzheimers or dementia.

“It’s not mandated by the HSE,” said Shortall, “but it gives us the peace of mind that we have the backup for any calls that we make and delivers a higher level of service to clients and their next of kin.”

TechCentral Reporters

Read More:


Back to Top ↑

TechCentral.ie