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The Power of Positive Feedback in the Workplace

Tue, 09 Sep 2025 12:09:34 GMT

How “Feedback FriYAY” at CallEEAST is Boosting Morale and Team Value

In today’s fast-paced workplace, it’s easy to get caught up in targets, deadlines, and the next challenge on the horizon. But at CallEEAST, we believe it’s just as important to pause, reflect, and celebrate the brilliant work being done every single day. That’s where our much-loved initiative — Feedback FriYAY — comes in.

Why Feedback Matters

Positive feedback is more than just a kind word; it’s a powerful tool that strengthens team culture, boosts morale, and increases overall job satisfaction. When colleagues or partners take the time to acknowledge great service, it reinforces the value of the work being done.

For our CallEEASTians , feedback is a reminder that their efforts — whether it’s answering calls, supporting GP practices, or helping patients — truly make a difference. It shows that what may feel like small actions in the moment can have a huge impact on the people and communities we support.

Boosting Morale Through Recognition

Recognition doesn’t just make people feel good; it fuels motivation. When our team members see their names highlighted in Feedback FriYAY , it’s a moment of pride and encouragement to keep striving for excellence.

By sharing this recognition publicly, we’re not only celebrating individual achievements but also showing that every role within CallEEAST is valuable. From supervisors to call handlers, every contribution counts.

Building Stronger Team Value

Feedback also plays a vital role in shaping team identity. Celebrating wins together reminds us that we’re all part of something bigger — a collective effort that delivers real results for our clients, partners, and patients.

At CallEEAST, we view feedback as more than just words; it’s proof of the trust our partners place in us, and a reflection of the commitment our team shows day after day.

The Role of Social Media in Praise

While internal recognition is essential, sharing feedback externally on social media has a powerful ripple effect. When we post Feedback FriYAY stories on our platforms, we:

Showcase the professionalism and dedication of our team
Strengthen relationships with clients and partners by highlighting their voices
Inspire other organisations by showing the positive culture at CallEEAST

Social media transforms recognition from an internal boost into a public celebration, reinforcing pride within our team and demonstrating the value we deliver to the wider community.

Feedback FriYAY: More Than a Post

For us, Feedback FriYAY isn’t just a weekly social media feature — it’s a reminder of the hard work, dedication, and heart that goes into every call, every partnership, and every interaction at CallEEAST.

By celebrating success together — both internally and publicly — we’re not only building stronger individuals, but also a stronger, more resilient team.

Final Thought

Feedback is fuel. It boosts morale, strengthens values, and fosters a culture where everyone feels appreciated. Whether it’s a thank you from a client, recognition from a partner, or a positive survey response, every piece of feedback adds to the story of who we are at CallEEAST: a team that cares, collaborates, and celebrates together.

Here’s to many more Feedback FriYAYs to come!

CallEEAST Expands Support for GP Practices to Enhance Patient Access and Reduce System Pressure

Tue, 05 Aug 2025 06:48:52 GMT

Innovative Call Handling and Admin Support Providing Tangible Relief to Primary Care

Innovative Call Handling and Admin Support Providing Tangible Relief to Primary Care

CallEEAST has long played a supporting role in primary care across the East of England, assisting GP surgeries during closures for lunch breaks or staff training days. During these times, CallEEAST's trained team managed incoming calls, signposted patients effectively, and liaised with on-call GPs to ensure continuity of care.

However, earlier this year, a North London GP practice—serving a highly deprived population—approached CallEEAST with a more pressing issue: long call waits times and patients struggling to get through to the surgery. This scenario, unfortunately, is common across the UK, with many practices facing mounting demand and limited administrative capacity.

A Scalable Solution to a National Problem

In response, CallEEAST worked closely with the practice to create an innovative, scalable solution. By developing user-friendly online tools and digital triage forms, the practice enabled patients to request appointments or submit medical queries online. Additionally, calls that exceeded three minutes of wait time were automatically routed to CallEEAST’s team, who handled the patient query, signposted as appropriate, and even supported patients in completing online forms where needed.

Following the success of this model, CallEEAST has since onboarded eight GP surgeries in Norfolk, with more practices in discussions to join. The results have been clear: reduced call wait times, quicker patient resolutions, and improved satisfaction among patients and practice staff alike.

This model not only supports individual surgeries but also contributes to broader system-wide goals. There is growing evidence that improving timely access to GP services can help reduce unnecessary 999 calls and avoidable presentations at A&E departments. A study published by BMJ Open showed that 26.5% of A&E visits could be linked to patients who were unable to access their GP (PMCID: PMC4073729). Other NHS pilot schemes have shown up to a 10% reduction in A&E attendances when extended GP access is made available (PubMed ID: 27395472).

Looking Ahead: Integration with SystmOne and Virtual Receptionists

Building on this momentum, CallEEAST is now in the process of integrating with SystmOne, one of the UK’s most widely used clinical systems. This next phase will support practices with background administrative tasks, increase operational efficiencies, and offer a fully integrated virtual receptionist model.

The virtual receptionist function will provide real-time administrative support, form completion, triage documentation, and appointment processing—streamlining back-end workflows while maintaining high standards of patient communication.

CallEEAST’s expanded service offering is designed to help GP practices achieve the following:

Reduce the ‘8am bottleneck’ by managing high call volumes during peak periods.
Improve patient experience through shorter wait times and consistent, professional call handling.
Realise cost efficiencies through economies of scale and reduced recruitment costs.
Address workforce pressures , particularly high turnover among receptionist staff.
Support the NHS Urgent and Emergency Care Strategy by improving access and reducing pressure on 999 and A&E services.
Promote best practice across surgeries by implementing consistent, effective communication processes.
Enhance equity in access to healthcare, especially in underserved or deprived areas.
Work collaboratively with NHS partners to offer responsive, innovative care solutions.

The feedback from early adopters has been overwhelmingly positive. Natasha, Business Manager at NHP, shared:

“Working with CallEEAST is a great experience. Their online form filling and query direction for our patients is spot on—clear, straightforward, and efficient. Every call is answered seamlessly, with a professional and friendly approach. The team shows strong understanding and in-depth knowledge and responds to every question from our patient cohort. From the initial enquiry through to going live and beyond, CallEEAST supports us every step of the way. I highly recommend CallEEAST to any GP practice that needs that extra help. Their service is reliable, responsive, and makes a real difference.”

Summer Holidays Can Be The Best And Worst For Businesses...

Wed, 16 Jul 2025 08:04:36 GMT

For staff its the opportunity for most of them to take Annual Leave to either fly off to warmer climates (not that you could get much warmer than here at the moment!) or to spend time with family and friends without the pressure of work to fit around.

Most importantly though, its a chance to switch off emails, remove Teams from your phone, and generally take some down time to recharge the batteries. For the employer it's great as the team come back recharged ready for the next onslaught.

BUT, there is a bad side for the business in that all these shifts have to be covered as normally the workloads don't drop just because you've got less staff. In fact, in some industries the volume goes up with seasonal demands and Summer Promotions!

I know as I've been there, that the headache of trying to cover the rota while staff are off can be very stressful, especially if you throw in factors like sickness!

How to solve this?

You could just accept it's going to happen and expect the rest of the team to pick up "the slack" but being honest this just adds to their stress and makes them need time off, which ends up putting you into a never ending cycle.

The easy option would be to hire more staff, but that comes at a significant cost, and you may not need them all the time, just for certain periods, so then you're into the world where you have staff on your books that come later in the year you may not need (which then impacts your bottom line).

You could hire Agency workers, but they can be costly and sometimes you get staff who, as they aren't part of your organisation, don't reflect your values or customer service expectations.

These are all things that CallEEAST can help with -

Using CallEEAST with our focus on flexibility and customer service helps support your staff that are left behind (and your business) by assisting you with:

- Managing increased demand

- CallEEAST has a high number of telephone lines and call handlers so can scales up your business to handle higher volumes, reducing wait times and abandoned calls.

- Staff Shortages

- CallEEAST provides trained agents to fill the gap, ensuring no drop in service quality or availability.

- Enhanced Customer Experience

- CallEEAST call handlers are trained to follow scripts, workflows, and brand tone, ensuring consistency.

- Cost efficiency

- CallEEAST can be used as and when you want to use us. This support both Business Continuity as well as flexible cover patters, enhanced hours and greater accessibility for the callers, all at a competitive rate.

We pride ourselves on being flexible and collaborative meaning we'll work for you, when you want us, in the way you want us.

Trust Your Gut...

Wed, 25 Jun 2025 10:16:48 GMT

The world of business can be a confusing place especially if you are looking for a BPO or Contact Centre to use.

The world of business can be a confusing place especially if you are looking for a BPO or Contact Centre to use. Over the past few years there has been a real resurgence in the use of contact centres, and it’s not just luck – it’s because of a convergence of tech, economic and experience trends which means that there are loads of us out there all pitching for your business and offering you what we think you want from us.

As I trawl through the multiple posts, on various Social Media platforms, I find myself bombarded by talk of Contact Centres, Customer Experience, CSAT, Technology, People, Wellbeing, 24/7 coverage, Gamification, Virtual Receptionists, Quality, Partnerships and about 100 other topics that tell me how great every call centre out there. If I’m overwhelmed by them all (and I work in one) then how on earth can clients make sure that they get the right contact centre for them.

Let’s be honest here for a moment. In this day and age, when you look for a contact centre, as we all offer pretty much the same thing (tech, hours, “personalisation” blah blah blah) so there are two main factors you look for – you want someone who can do what they say within your budgetary constraints, and you want someone you feel you can work with. Commercially we’re competitive – there will be those out there who can do the work cheaper or who will match quotes etc to try and get you to choose them but we’ll give most others a run for their (or your) money. Ask yourself though, If they do it much cheaper, do you sacrifice quality?

This leaves the TRUE defining factor as finding someone who your “gut instinct” tells you feels right for you. There’s no logical evidence or conscious supporting reasoning – it’s just a strong inner knowing that comes from within and tells you “This feels right”. That’s normally caused because you’re having an emotional response to something - you’ve picked up the cues (even if you’re not aware of them) and they all point to a specific partner. That feeling of “feelings” (rather than fact) can be a strong indicator (so much so that it can even sometimes feel physical) and I would highly recommend going with them, even if it’s not towards us!

A few years ago, in a previous role, I undertook a project with a company that was picked for me by another part of the organisation and from Day One things felt wrong. I just didn’t “feel it” and I knew that although I had to work with these people, I wasn’t going to have a fun time. Did I have a fun time? Absolutely Not. It still causes me anxiety to this day! So, for me, I now have to look into the whites of their eyes and let my gut tell me if I can work with people as one of the MOST important factors. This also applies to the contracts we take – I want to feel that I can work with our stakeholders and have open and transparent conversations – I don’t want any barriers. We NEED to collaborate in order to get the best outcomes for your clients/patients.

Yes, CallEEAST has several compelling reasons to use, such as operational excellence, our collaborative approach, expertise within the Healthcare sector, our patient-centric approach but the most compelling in this time of turbulence within the NHS surely has to be the specialised, public sector-aligned service model , which differentiates it from many commercial competitors, but if your GUT is telling you that you would like to have your contact centre hold social value and community impact then I’ll leave it with you to decide who to go with

If you’re still not sure, I’ll make you this offer….come and meet us (or we’ll come to you), look into the whites of our eyes and then make your choice.

Men's Health Awareness Week

Tue, 10 Jun 2025 08:29:38 GMT

This week I’m going to write, not about CallEEAST, but about Men’s Mental Health, specifically mine, and I’ll warn you now – it’s probably going to be a bumpy ride so if you’re likely to be triggered then please take this a sign to check in on the men around you, offer your support or a chat, be a friend and then move on from this post.

IF, however, you can cope with things, and feel so inclined, then read on. I’ve talked before about Mental Health but this time I’m going to get a lot more personal and tell you a little bit about the challenges I’m currently having with my own wellbeing.

I grew up in an era when men didn’t talk about emotions or issues, they just absorbed everything and dealt with it. Men were “Strong”. Men didn’t show emotions. That for me was the norm. There are several events that have happened in my life that that helped ingrain this thinking in me quite deeply. I won’t go in to all of them, but here’s a few of them….I was put up for adoption at a young age and placed in a children’s home (which I don’t really remember but I suspect back in the 70s they weren’t the greatest of places!) and then, once I was placed with my adoptive family (who were amazing), my new Dad died in front of me when I was still young (8ish) and so I took over the role of being the “strong man” despite my young age. My mum tried to protect me from this, but I still took this role on and didn’t talk about my issues or worries because I knew she was grieving and had her own stuff going on. As a consequence, I never spoke to her about MY feelings or how I was doing. I went to a prestigious private school but as the “poor kid” (mum struggled to pay the fees on a single wage) I was bullied mercilessly. Day in and day out I was mocked, jeered at and generally made to feel like a second-class citizen.

I couldn’t tell anyone though as I was the “Strong” man.

As I’ve gone through my adult life (Uni, Job, parenthood etc) I’ve maintained this same ethos and not wanted to “burden” anyone with my woes – everyone has their own story to live with ups and downs, and we’re all just side characters to everyone else - why would they want to hear about my problems? And so, I’ve always just dealt with things that came along on my own. I didn’t even involve my family as I didn’t want to “burden” them with my problems (I’ll come back to that word – burden – later), so for me to have the realisation that I wasn’t coping was a real shock. At first, I didn’t see it going wrong, I just thought that with the stresses of everyday life, things were just slightly worse at the moment and that they’d improve. I tried to rationalise things and so thought it was issues with my relationship, my friends had changed, we’d grown apart, career stresses from having to be responsible for everyone in the team and a whole raft of other excuses. The point is that I didn’t for one minute think that I could be the issue.

NOW however I know that this was all taking its toll on me.

I had wrongly assumed that things would improve if I just got on with, but they didn’t, and over a period of approx. 2 years things got worse and worse until eventually I found myself sitting on a bridge in Manchester staring at the water and contemplating throwing myself in. I can still clearly remember the emotions bouncing around in my head and the thoughts that had driven me to that point. The reason I didn’t jump? Bird poo. I remember looking down and seeing a massive amount of bird poo on a ledge on the bridge which turned my stomach and made me think “I can’t do it here”. This should give you an indication of how messed up people can be!

If I’m honest, the thought still bubbles along under the surface and occasionally push themselves to the forefront of my thoughts, but at the time everything felt out of sync and I couldn’t understand what was going on in my head – why things felt so disconnected and why I felt so alone. I just thought that this was the easiest way to solve things as I felt I was a “BURDEN” and that for the good of everyone around me it would be easier if I just wasn’t there, as my moods and attitudes, although I played the part outwardly so no one would know, were beginning to impact those around me despite my best efforts to hide them.

Here we are, a few months down the line and I’m getting Counselling, which is helping me put things in focus – I’m still a long way off feeling “right” (I’ll leave the debate over if that’s the correct word or not till another day!) but at least I’m taking action. I was lucky in that I recognised that things were all discombobulated and that I wasn’t happy. Some men don’t, and they end up on the bridge without the saviour of bird poo.

We don’t need to be “Strong Men” anymore. We have support. We can talk, if not to each other, to professionals. There’s always someone there. We just need to talk. You can even reach out to me if you’re struggling – I wouldn’t want to think that anyone is going through what I’ve been through in the past two years.

If you’ve made it this far through the post then I strongly advise you to take the actions I stated at the start of this….check in with your male friends and family, tell them that “you get it”, give them a hug, offer to go for a drink with them, ask if everything is ok, buy them a coffee….Don’t just assume that because someone close to you SEEMS ok, that they are.

The point I guess I’m getting at is DO SOMETHING. Anything. Just do it NOW. Don’t do nothing.

Beat the 8AM Rush!

chloe.eldridge@eastamb.nhs.uk (Chloe Eldridge) — Tue, 03 Jun 2025 06:07:01 GMT

CallEEAST has recently partnered with a busy London practice, where we successfully expanded our service to act as a fully integrated extension of their front-desk team. By harnessing the latest in digital platforms, CallEEAST now offers a seamless, scalable support model.

BACKGROUND:

This GP Surgery are a busy NHS GP practice located in South East London with approximately 22000 patients registered and who were rated Good by the CQC commission on their last inspection. Feedback from the patients was positive regarding the care received but did show that sometimes they found it difficult to access the GP practice via phone, resulting in a lower than average satisfaction score overall when contacting the practice. It was acknowledged in the CQC report that patients views were listened to and positive changes were made based upon feedback, so while CallEEAST had initially approached the practice as part of a campaign offering a basic phone answering service, with the GP Surgery keen to address the patient concerns that had been raised, CallEEAST saw that they were in a position to help, improving patient satisfaction, and expanding the services CallEEAST offered to something that could be offered to all practices should it prove successful. From initial conversations a collaborative partnership was soon formed.

PROBLEM STATEMENT:

The surgery was experiencing a significant operational challenge due to an overwhelming volume of incoming calls, which was exacerbated by insufficient staffing levels and frequent staff sickness. The inability to recruit new staff quickly enough further compounded the issue. This situation led to a high number of abandoned calls, posing a risk to patient wellbeing and potentially damaging the surgery's reputation.

OBJECTIVES:

Established objectives were:

To improve Customer Satisfaction

To support and optimize current staff within the practice

To reduce the % of abandoned calls

To ensure a patient-centric approach within any new model

To offer an enhanced service to patients while minimising any additional operational costs to the practice

To protect the practice reputation

METHODOLOGY:

Calleeast started its evaluation by carrying out a comprehensive evaluation of the current offering to understand the existing processes which allowed them to establish where they could offer additional value. They also collated data on call volumes and abandoned call rates to further enhance their understanding of both the issues faced as well as the solution options. All the while they maintained close collaboration with the surgery to ensure that any new processes aligned with their operational preferences and requirements.

FINDINGS:

Through their use of the wider contact centre staff, CallEEAST could offer enhanced response times and lower abandon rates. Callers could also be encouraged to follow a self-service model via the practice website system, empowering them to manage their appointments and inquiries independently, with CallEEAST providing dedicated support for vulnerable callers and those without internet access to ensure they receive the necessary care. With CallEEAST answering calls, this would allow for the potential reallocation of reception staff to focus on other administrative roles, improving overall efficiency, reducing staff stresses, thereby decreasing sickness rates and improving overall staff wellbeing. Accurate modelling of the service (following an initial trial period) would ensure that the cost of the service remained viable to the practice while being competitive, and through the delivery of consistent, high-quality patient care and communication CallEEAST could maintain and enhance the surgery's reputation.

OPTIONS DISCUSSED:

For CallEEAST to take all calls for the practice

For CallEEAST to take calls for practice only after a certain wait period

For CallEEAST to signpost callers to appropriate services

For CallEEAST to signpost callers to GP Surgery Website

For CallEEAST to enter details onto GP Surgery Website for those callers who are vulnerable or unable to access internet

For CallEEAST to use technology moving forward (such as AI) to support and to reduce costs further

CONCLUSSION:

To enhance the efficiency and effectiveness of call handling, it was agreed that CallEEAST should take calls for the practice only after a specified wait period. Additionally, CallEEAST would signpost callers to appropriate services where possible and/or direct them to the GP Surgery Website for further information. For callers who are vulnerable or unable to access the internet, CallEEAST would enter their details onto the GP Surgery Website on their behalf. Moving forward, the integration of advanced technologies, such as AI, will be crucial in supporting these initiatives and further reducing operational costs.

FEEDBACK:

'Working with CallEEAST is a great experience. Their online form filling and query direction for our patient is spot on, clear, straightforward, and efficient. Every call is answered seamlessly, with a professional and friendly approach.The team shows strong understanding and in-depth knowledge, and they respond to every question from our patient cohort. From the initial enquiry through to going live and beyond, CallEEAST supports us every step of the way.

I highly recommend CallEEAST to any GP practice that needs that extra help. Their service is reliable, responsive, and makes a real difference.'

Social Value

Tue, 28 Jan 2025 09:11:58 GMT

There's a piece of graffiti that I pass when I wander into the city centre that makes me think.

It reads "if you have more than you need, build a bigger table, not a higher wall". This weekend when I walked past it though it got me thinking not about the sentiment that it holds, but how our department impacts on things.

We sell ourselves on being part of the Ambulance Service and how we reinvest all profits back into front line ambulances, NHS innovations, addressing health inequalities etc but what IS the actual impact. How do we know what difference we're having? I know we are having one as we're successful, generating a decent return for the trust and generally getting praise but how do we actually have an impact? Essentially, what is our SOCIAL VALUE?

Social value is all about the long-term, positive impact that organisations or activities have on society, going beyond just financial or economic outcomes. It’s about making a real difference to communities, the environment, and people’s well-being. Social value can be measured in many ways, from improvements in health and education to promoting sustainability, equality, and social cohesion. When we talk about social value in the context of public sector procurement or corporate social responsibility (CSR), it’s often about how businesses and organisations align their activities with broader societal goals. This could mean tackling inequality, creating local job opportunities, or supporting initiatives that benefit communities. The ultimate aim is to leave a lasting, positive mark on people and places, contributing to the greater good of society.

We're the NHS though so surely everything we do is about Social Value? It is...and here's just a few of the ways we impact with our re-investment:

- At the heart of the Ambulance Service is its life-saving work. Whether it’s responding to an accident, medical emergency, or a natural disaster, we are there when people need them most. Quick responses, skilled paramedics, and the right care at the right time can mean the difference between life and death. It’s all about improving health outcomes and giving patients the best chance at recovery.

- The Ambulance Service doesn’t just respond to emergencies – we’re also deeply involved in health initiatives that help improve community well-being. Think CPR training, raising awareness about health issues, and even participating in campaigns that encourage healthier lifestyles. By educating the public and providing essential health resources, we play a key role in creating a healthier society overall.

- When the Ambulance Service steps in to handle emergencies, it helps take the pressure off hospitals and emergency departments. By transporting patients to the right care settings, we ensure that hospitals can focus on the most critical cases. This helps the whole healthcare system run more smoothly, ensuring that everyone gets the care they need – faster and more efficiently.

- Ambulance teams are a familiar and trusted presence in many local communities. Their role goes beyond just medical emergencies; they often support people through stressful, vulnerable moments, helping to build trust and a sense of security. This fosters a stronger sense of social cohesion, as the Ambulance Service becomes an integral part of the community fabric, supporting people when they need it most.

- The Ambulance Service is all about improving its workforce. From emergency medical care to mental health support, paramedics and other staff members receive ongoing training to ensure they’re always improving their skills. This not only leads to better care for patients but also creates career development opportunities within local communities, building a highly skilled workforce that’s ready to tackle whatever comes their way.

- The Ambulance Service has a strong focus on supporting vulnerable groups, including the elderly, those with disabilities, and people dealing with mental health crises. Beyond emergency care, they also offer non-urgent transport services and work alongside social services to ensure everyone has access to the support they need. This makes healthcare more accessible and inclusive for those who might otherwise be left behind.

- The Ambulance Service is getting greener. Many services are working to reduce their environmental impact by using energy-efficient vehicles, cutting down on waste, and adopting Eco-friendly practices in their operations. These sustainability efforts help lessen the overall environmental footprint of healthcare services and contribute to a healthier planet for future generations.

With all these in mind, CallEEAST, through it's support of The Ambulance Service, isn’t just about healthcare; it’s also about giving back to the community.

New Year, New Me...

chloe.eldridge@eastamb.nhs.uk (Chloe Eldridge) — Mon, 06 Jan 2025 07:09:49 GMT

Happy New Year! That’s what we are hearing everywhere right now.

I would like to say I am different, but sadly I get sucked into all the hype of “new year, new start” mentality! I’m sure it won’t last long, and I will be back to the biscuit tin during the second week of January… At least the thought was there!

CallEEASTian’s – as we like to call our colleagues in the contact centre, have been working extremely hard over the festive period with lots of call advisors working Christmas Day and over New Years. A massive thank you to all of them who are so dedicated to going that extra mile to make sure our service users get the best customer care available at such a tough time for many callers.

So what does 2025 look like for CallEEAST?

We have a devoted Leadership team who strive to make the day to day running of the contact centre the best it can be. We hold quarterly Leadership Away Days to discuss issues that may arise and mainly to come together as a team to provide best practice to our clients and contact centre staff. This team will keep up training skills as well as other qualifications during 2025 to make sure that CallEEAST is the best working environment for existing and new colleagues that join.

Our Wellbeing team continue to provide outstanding support to all CallEEASTian’s, whether they just need someone to speak to or just to take a wellbeing break away from the contact centre. All staff are aware of their Wellbeing team and are encouraged to use them when needed.

Our Leadership and Marketing team will be exhibiting at plenty of events this year as this was such a great success in 2024. Speaking to current and potential clients face to face just hits differently, instead of back and forth emails. Putting a face to the name and making those professional relationships with clients is what puts CallEEAST on the top tier of Contact Centres.

As you may know, CallEEAST are part of East of England Ambulance Service. All profits are reinvested back into the organisations to fund for extra paramedics on the roads or NHS innovation projects. Just 2 examples of how CallEEAST helps the wider trust.

If you are thinking of using CallEEAST as your partner, please give us a call or contact us through our website. We are happy to set up a call to discuss how we can help further with your business.

Finally, hope you have a great 2025 and your fitness regime lasts longer than mine!

The festive season is a time of joy, celebration, and togetherness.

Wed, 18 Dec 2024 12:08:55 GMT

However, for those working in contact centres, Christmas can be a unique blend of festive cheer and operational challenges, even in a well-oiled machine like CallEEAST!

Despite the busy nature of the job, CallEEAST always goes the extra mile to create a festive atmosphere, with decorations being a big part of this transformation - from twinkling fairy lights to Christmas trees adorned with ornaments, our little piece of the world is transformed into a winter wonderland.

On top of this we also have festive activities – this year we’ve done a raffle for the TASC (The Ambulance Service Charity), a Secret Santa, Xmas Jumper Day (and Xmas Hat Day coming soon), a buffet, a Xmas meal for the team and it wouldn’t be complete without our very own handsome Santa visiting the room (and indeed the whole building) with sweets for all (naughty and nice!).

While the festive season brings joy, it also brings an increase in call volumes with callers inquiring about opening hours, getting last minute treatment or just panicking that we won’t be here for a few days (don’t worry – we will – we’re 24/7, 365 days a year!). This surge means we must be on our (twinkle) toes to balance meeting the needs of the callers with the holiday spirit. We also know that during the holidays, emotions can run high with callers getting stressed about getting their services/treatment, and so our call handlers are particularly empathetic at this time of year as they often find themselves not just solving problems but also providing a listening ear and a bit of holiday cheer.

A kind word or a little extra patience goes a long way in making someone’s day better, and Great Customer Service is something that I’m really proud of the CallEEAST team for – the way they always have a customer/patient-centric approach to everything they do is outstanding.

Being open all year round means that some of our colleagues can miss out on family gatherings or events, but we try to accommodate as much time off for staff as possible and we start our planning of this early in the year so that everyone gets some time off at least. We know it’s not great to work over Xmas, but the dedication of the team in their support of callers is truly outstanding and it’s appreciated by everyone.

Finally, I’d like to wish you all a very Merry Xmas and a Happy New Year!

November is Men's Health Awareness Month and so this week I thought I'd focus the blog on that.

Tue, 05 Nov 2024 08:58:35 GMT

As someone who is now over the magical 50 I spent a lot of my life NOT talking about things like health (and especially Mental Health) - I'm from a generation where we just got on with things and men bottled things up and just got on with it.

Talking about issues was an absolute no-no. I've got close friends from school, but no one who, until recently, I spoke to about things like this. I'd been on courses for work and I was/am a great advocate of encouraging my team to talk to people, to each other, to professionals, to me....but I couldn't do it for myself. When I was growing up my Mum used to say "a problem shared is a problem halved" and it's something I've told my Son - there is no issue on the planet that cant be solved by communicating and yet I never listened to that advice myself until recently.

I've struggled a lot with things over the past year and at one point I felt so ashamed and powerless that I even thought about how I could make it all go away. That's when I knew I needed to speak to someone. I have an amazing manager, friends and support network in the office, who, when I told them, rallied round me and offered me their advice, checking in on me regularly and encouraging me to speak to my GP, Counsellors and various other people...the relief since doing it has been incredible. If you're ever struggling then I would strongly encourage you to overcome any bias (or shame) that you have and to reach out. Even if I don't know you but you want to speak to someone, you can speak to me. If not me then find your person....speak to them. And if you're worried about someone then ask them..."are you ok? Do you want to chat?" Chances are they might want to...

That's the personal bit of the blog over. You can relax now.

As we work in a contact centre there's a few things we can do to help our own mental health in check, as well as those around us. Firstly - talk to people. Make conversation between calls. Take a break when you need it. DONT just keep going call after call. We encourage our staff to take "Wellbeing Breaks" and they use them for exactly that. If they have a bad call, they take a break to recover and refocus - you need to find yourself and clear your brain sometimes and even a 10 minute walk can do that. If you don't take a break, at least staying connected and having social interactions with those around you can help. Some staff even practice "mindfulness" (such as focused breathing) to help them reduce their stress levels. Lets be honest here, working in a call centre is hard (mentally/emotionally) and so make time for you...(even If you're reading this and you don't work in a call centre - take time).

The second thing I would suggest is to take the chance to learn new skills. Don't get caught up just doing the same thing over and over - speak to your managers and tell them you want to learn more. As humans we like to feel we're moving forward and so doing the same repetitive thing over and over isn't great...learn new skills...expand your horizons and future career prospects (even if it's something like learning Excel or Word or another programme) - just keep moving forward. Don't stagnate. Keep your mind active.

It's not just Mental Health that impacts us all though - there's a physical issue as well - sitting at a desk all day isn't great (esp. for my old, rickety joints!). Physically there's stuff you can do to help yourself as well.

Stay Active (easier said than done I know!) but even getting up every hour to get a coffee (or tea or water or whatever) will help, and building some form of physical activity into your daily routine will boost how you feel. You could even stretch at your desk (but maybe avoid doing the Downward Dog Yoga pose in case your colleagues look at you in a strange way....though I guess it would start a conversation which would help with the Mental Health (see above!)).

Try looking at your diet - try and pick health snacks and avoid sugary snacks (which can allegedly lead to energy crashes!) and definitely don't order take away for lunch every day! Its so easy when you're busy to just eat snacks and junk but this has the reverse effect and doesn't actually help! As well as eating well, drinking water and staying hydrated is crucial for maintaining concentration and for your overall health!

Although I could list 100 other ways we should try to stay healthy, the final one I want to mention is Sleep. Make sure you get enough! I'm an insomniac (so not best placed to say this bit) and it's a bit of a joke that I deal with emails at 3am but sleep is vital. If you aren't getting enough then speak to your GP (or Employee Assistance Program) to get hints and tips. Someone I know has a sound machine that plays storms, white noise, hoovers etc to help them....you could also try talking to someone if something is on your mind.

Most importantly though...stay healthy, stay connected and reach out if you need to.

Why Understanding You Is Important To CallEEAST

Tue, 08 Oct 2024 09:38:17 GMT

You've made the tricky decision that you need to outsource your work, and you're thinking of using CallEEAST, but how do you know that we really understand your business?

Putting your trust in any contact centre is a leap of faith as you’ll have no doubt heard lines such as “we have never had any complaints”, “out competitors can’t match our service”, “we’ll save you money” etc and had the promise of a dedicated account manager who will personally oversee your business and be there for you if you have any queries. How do you know though that what their call handlers are saying and offering matches up with your business and resonates with your target audience? All contact centres will tell you they understand the market that you’re in and that they can help, but CallEEAST are different because we take the time to REALLY get to understand you, your culture, your business, your customers, your values and everything that sets you apart from your competition.

Obviously, we’ll research your products (and/or services) so we know your clients, but one of the most important parts for us is to get to understand your culture and the “feel” of your business. We can do the things that all sensible contact centres would do which is to check out your website, social media, trust pilot and other online resources but that can only tell us so much. Sure, your core values are X, Y and Z but what do these really mean to you as a company? Words on a page (like this Blog) can only tell you so much and, as I read in a book recently, “Communication is done on the part of the listener”, something that holds true with written words as well as spoken.

We’ve all received emails that we thought were a little curt, but when we’ve spoken to the sender we find we’ve misinterpreted their intended meaning. The only way for us to truly see these values in action is for us to see your team at work, and that’s exactly what we do. We’ll come to your workplace and sit with the staff to get a feel for your culture and see the values in action. Not just once. As many times as we need to, so that you’re confident that we’re going to reflect your business in the best light. You’ll also need to visit us so that you see our culture and get a feel for us. Working together to build a successful service isn’t about a very good salesman holding a document outlining what you want, it’s about a true partnership where we both understand each other and where open and transparent communication can happen. And we won’t just vanish once you sign on the dotted line – we’ll speak to your regularly and visit across the year to check that we’re still encapsulating the essence of your company.

This isn’t always enough though – we may both think that everything is fine as the KPIs look good, reports say it’s all hunky dory and our internal QA is showing positive interactions, but the only people who can really tell us are your clients and so we ask for feedback (either to us or to you) so that we can see how we’re doing. At the end of the day, these are the only people that matter here – if they’re not happy then it can impact massively on your business, and CallEEAST understand that. Your clients rely on you, and we’re not going to let them (or you) down! We recently took on a new contract who had been using a different contact centre and it was clear to us from seeing the messages that they were receiving from the other contact centre, that there was no concept of what their business did. This was impacting the staff time as they were constantly chasing up information as well as customers who weren’t getting the services and product that they were after. Eventually the company had enough or getting negative feedback about their chosen contact centre, and the rest is history…

We endeavour to make sure that we’re always on top of our understanding of both your business as well as the over arching customer experience via continuous learning programmes in conjunction with in-house training tools. Our CRM supports our outstanding team of call handlers to make sure that they always gather the correct information, while regular 1-1s, concise feedback sessions, ongoing coaching and mentoring and recognising achievements ensure that they are always at the top of their game.

We also offer the opportunity for the team to undertake Customer Service accreditation to help them not only develop within the department, but also to support them in moving their careers forward (if they want to!). QA is a massive part of CallEEAST as we set ourselves VERY high standards – the standards your company shows.

In a marketplace that is saturated with contact centres, CallEEAST need to stand out and we do this by building relationships and understanding you, not through written documents.

Why outsourcing to CallEEAST makes sense

chloe.eldridge@eastamb.nhs.uk (Chloe Eldridge) — Wed, 25 Sep 2024 08:27:57 GMT

Using CallEEAST comes with a little bit of difference...

In a world full of BPOs, Call Centres, Contact Centres, Customer Experience Hubs (and a variety of other names) all trying to grab your attention with how advanced their omnichannel options are, what great CX they offer, how many international clients they have blah blah it’s often tricky for decision makers to decide on who to put their prized assets (their clients) the way of. Let’s be honest here, most contact centres are the same – it’s just the name that changes (and the costs). Using CallEEAST however comes with a little bit of a difference.

All contact centres will tell you that they can help you make cost savings by helping reduce overheads and lowering operational costs through the removal of the need for staff, infrastructure, technology, rent, office space and employee perks (to name but a few). We’ll all tell you about the great customer service we can offer via trained professionals who specialise in ensuring the customer journey is a smooth ride, providing 24/7 cover so on top of great CX you never miss a call. If you need to scale up or down quickly, we can all do that easily by pulling from our bank of staff, allowing us to adapt and/or react to both seasonal and market trends without worrying about hiring (or worse firing) staff. We all help move your focus away from answering phones and queries and onto your core activities which ultimately helps improve your business and gets YOUR experts doing what you hired them for, while OUR experts do what they do best – keeping your clients happy. We’ve all got varying levels of technology and clever systems that will enhance the CX and streamline processes for you. All contact centres can be there for Business Continuity purposes. We’ll all offer you analytics, metrics and other reports along with a lot of statistics you didn’t even realise you wanted.

What most contact centres won’t tell you is why you SHOULDN’T use them. “Why would you tell us this when you’re looking to get business from us?” is probably the first thought that’s going through your head as you read this. The answer is simple. CallEEAST are different and we pay equal attention to this side of things as well as all the positives, as only by acknowledging that they exist can we make sure we don’t fall into the trap of allowing them to happen and standards to slip. So what are the reasons?

Quality Control & Brand Image. This is a biggie. When you chose to partner with an outside organisation you are passing the baton from your team to ours and entrusting us with your most prized possessions…and you don’t have oversight of every call. How do you know that your customer service is consistent? Are all the call handlers answering the phone and treating clients the same? Here at CallEEAST we pride ourselves on our collaborative working ethic. Before we launch any contracts, we will visit your offices and spend time with you and your teams, so that we get to understand exactly how YOUR company works and how your brand wants to be seen. We want to understand the relationship you have with your clients and how you interact with them. Sure we’ll offer suggestions as we chat, but we want the transition to be seamless and for clients to not even realise that the call taking aspect of your business has transitioned. We also regularly review our call handlers performance to ensure that they meet the expected standards consistently.

"Working with the CallEEAST team has been an absolute pleasure - it was vital that we have a collaborative, innovative and forward thinking partner who can provide support for policies/guidelines, is open to feedback and can provide regular updates especially in the launch period. Whilst we had a lot to learn in the first few weeks of launch, we were able to refine and improve our processes jointly. We look forward to continuing to work with CallEEAST to spread the awareness of Service and the vital out of hours service for our patients"

Security Concerns and Disruptions. Handling sensitive customer information can pose risks especially when it comes to data protection and compliance regulations. We’re part of the East of England Ambulance Service Trust and as such we’re covered by all the security, compliance and data regulations that cover the 999 side of the things. This includes regular training and updates as well as the high level of IT support and security you would expect. We have stringent Business Continuity Plans in place to make sure that there will be no disruption to the service – we’re part of the Emergency Services after all….it wouldn’t be good if you couldn’t get through to us!

Hidden Costs. Sometimes there can be hidden costs and little extras thrown such as costs for training, for the quality control, for managing the relationship between you and the contact centre. With CallEEAST we’re totally transparent on costs from the start. When we give you a quote its for the whole service. We’re also really flexible on when (or if) you want to make changes – We pride ourselves on our flexibility and commitment to customer satisfaction. As part of our service, we typically accommodate minor changes at no additional cost and if we do need to make a charge, we’ll keep them to a minimum and be open and honest about why and how much it will be so you can decide if you want to proceed.

Feedback. Getting feedback from your customers (good or bad) can sometimes be tricky if you’re using an outsourced contact centre. After all, who are they going to complain to? The call handler! Sometimes this can get lost and not sent back to you as the client. At CallEEAST we know mistakes happen (rarely) and sometimes we have to tell clients things that they don’t want to hear. If this is the case we are always transparent with our stakeholders – if clients aren’t happy or if we’ve made a mistake we’ll hold our hands up, but we wont just sweep it under the carpet – we’ll always work to find a better solution for the client or tell you exactly why the issue arose and what we’re going to do to make sure it doesn’t happen again.

‘Birmingham Community Healthcare NHS Foundation Trust have worked with CallEEast for a number of years. They work closely in partnership with us to ensure a positive patient experience for those accessing care and treatment via the Community Nursing Team. They are supportive and play a key part in service transformation and improvement across our service, and are quick to resolve issues and provide solutions as required’.

These aren't the only reasons you should pick CallEEAST….there’s two other MAJOR reasons you should consider CallEEAST as a partner.

Firstly – you’re partnering with the NHS, with is recognised and respected globally. Collaborating with us enhances the credibility and trustworthiness of your organisation. You can also carry the NHS branding as a partner on your site.

Secondly – We’re committed to making a positive impact by re-investing ALL our generated profit back into the East of England Ambulance Service to fund front-line paramedics, 999 call handlers, patient experiences and NHS innovations, meaning that by working with us you are directly impacting the community.

Ergéa UK Partners with CallEEAST to Enhance Customer Service to Healthcare Organisations

chloe.eldridge@eastamb.nhs.uk (Chloe Eldridge) — Mon, 16 Sep 2024 07:22:25 GMT

Ergéa UK, the vendor-neutral provider of Managed Services, is pleased to announce a strategic partnership with the East of England Ambulance Service NHS Trust - CallEEAST, a prominent commercial outsourced contact centre.

This collaboration marks the launch of an innovative out-of-hours service designed to deliver the best customer service strategy to healthcare professionals across the UK.

This service enables healthcare professionals to report equipment faults directly to Ergéa UK, strengthening their 24/7 support. With this capability, Ergéa UK customers can access immediate assistance whenever needed, significantly enhancing operational efficiency and service delivery.

This partnership strengthens both organisations' commitment to service excellence and innovation, showcasing their dedication to enhancing healthcare services while keeping patient care at the forefront of their efforts.

Andrew Gay, Head of Commercial Services at the East of England Ambulance Service NHS Trust, expressed his enthusiasm for the partnership, stating, "We are excited to continue developing the outstanding partnership that both Ergéa and CallEEAST colleagues have built. It’s fantastic that Ergéa is the leading service provider for Managed Equipment Services within the NHS, as well as private healthcare, which aligns wonderfully within our portfolio. I would like to thank all colleagues for their dedication and ongoing efforts in making this partnership a success."

Lee Alexander, Head of Customer Service at Ergéa UK, commented, "At Ergéa UK, our priority is to provide outstanding customer service because we understand that this directly impacts patient care. We are delighted to partner with CallEEAST, as their expertise and dedication to service excellence make them an ideal collaborator. The foundation of CallEEast’s commercial model further reinforces Ergéa’s commitment to support innovation within healthcare, with CallEEast reinvesting profits back into NHS innovation and patient experiences. Together, we are well-positioned to deliver exceptional support to our customers”

This partnership highlights Ergéa UK's and CallEEAST's dedication to delivering top-quality services and maintaining strong relationships within the healthcare sector, further solidifying their positions as leaders in their respective fields.

About Ergéa UK
Ergéa is the vendor neutral provider of Managed Equipment Services (MES) and Maintenance Services for the NHS and the private health sector in the UK. With more than 20 years of operational experience, they bring a wealth of expertise and a deep understanding of the challenges their customers face in the healthcare landscape.

Ergéa offers the ability to access the latest equipment without initial capital investment across a wide breadth of clinical services including, but not limited to Radiotherapy, Radiology, Cardiology, Endoscopy and Theatres.

About CallEEAST

At CallEEAST, being an outsourced contact centre means more than just providing services. Our distinctive mission revolves around propelling the East of England Ambulance Service NHS Trust (EEAST) to the forefront as a national health innovator. What sets us apart is our commitment to reinvesting all profits to enhance outcomes for our patients and communities, exemplifying our dedication to delivering social value through meaningful partnerships.

We go beyond traditional contact centre services, specialising in supporting both commercial organisations and NHS Trusts, elevating their customer and patient experience through tailored 24/7 Contact Centre Services.

With a profound understanding of the unique challenges faced by businesses and healthcare institutions, we foster collaboration and drive innovation through effective communication.

CallEEAST launches integrated virtual ward service

chloe.eldridge@eastamb.nhs.uk (Chloe Eldridge) — Tue, 10 Sep 2024 08:06:40 GMT

Patients receive monitoring and care in their own homes through virtual ward service

An innovative out-of-hours monitoring service, allowing patients to receive hospital level care in their homes, has been launched in Suffolk and north east Essex.

The service, the first of its kind in the UK, reduces admissions to emergency departments, calls to 999 or 111 services, and the need for patients to remain in acute hospital wards unnecessarily, while ensuring they can access the care they need.

In a recent trial 98.5% of patients said they were satisfied with their monitoring and care.

The virtual ward out-of-hours monitoring service has been created through a partnership with the NHS Suffolk and North East Essex Integrated Care Board (ICB) and the East of England Ambulance Service NHS Trust (EEAST).

It monitors patients who are well enough to remain at home but still need support and care.

Patients can have their vital signs such as their heart rate monitored remotely, and also have an SOS button for emergencies. They can also contact the team with any queries related to their condition or clinical equipment.

A multi-disciplinary team of nurses, pharmacists, physiotherapists, and occupational therapists carry out daily ‘ward rounds’ to check in on patients.

The virtual ward service currently supports over 150 beds across the Suffolk and north East Essex ICB region, with multiple clinical pathways, and the new service extends monitoring to allow 24/7 cover.

The virtual ward out of hours monitoring service has been commissioned by the ICB though CallEEAST, the ambulance service’s commercial wing.

Call EEAST provides overnight monitoring and contact services and can escalate any patient concerns or issues through the service’s internal Clinical Assessment Service.

Andrew Gay, Head of Commercial Services at EEAST, said:

"The ambulance service is usually associated with pre-hospital emergency care, but we also have a role to play in helping people stay well and avoid preventable returns to hospital.

"Virtual wards are a big step forward: we are delivering outstanding hospital-level care to people in their own homes and helping free ambulance resources for our very sickest patients."

Medical Director at the Suffolk and North East Essex ICB, Dr Andrew Kelso, said:

“Our approach to virtual wards means we can provide a higher level of care for patients while also offering them the comfort and stability of remaining in their own home.

“The virtual ward system also helps to prioritise hospital beds for people who need them.

“I am really pleased with this innovative approach which means patients have access to other levels of expertise. It is also extremely pleasing to hear that patients have had a good experience with the approach so far.”

Benefits of Using an Outsourced Contact Centre

Erin.Guyton@eastamb.nhs.uk (Erin Guyton) — Thu, 28 Mar 2024 14:17:21 GMT

Many organisations manage their inbound and outbound calls in-house, but sometimes this can be expensive and requires more resources.

There are a variety of benefits of using an outsourced contact centre which we have summarised below.

Saves money.

Using an outsourced contact centre cuts costs by eliminating the need to hire and train staff, purchase additional equipment, or allocate extra workspace. Outsourcing means your chosen provider manages the day-to-day running of the call centre using their premises, equipment and team.

No need to worry about recruiting and retaining staff.

It can be hard for organisations to recruit and retain contact centre staff. Outsourced contact centres know which skills are needed for Call Handlers and can easily find qualified staff.

Scalability.

An outsourced contact centre will monitor and adjust staffing levels to ensure they meet the needs of a business.

Increased efficiency.

Efficient processes are used to ensure quicker responses, fewer errors, and higher customer satisfaction. Using an outsourced contact centre ensures the team managing your calls are employed based on their skills and experience in call handling, with their roles solely focusing on managing calls.

Focus on operations.

Rest assured knowing your customer communications are in hand and focus on your core operations.

It can be daunting handing your calls over to an outsourced provider, but there are many benefits which could support your organisation through cutting costs and increasing efficiency. Most providers will offer the option of contracted or ad-hoc cover, as well as regular catch ups around performance and recommendations.

CallEEAST have the additional benefit in that all profits generated are reinvested into the East of England Ambulance Service, to support NHS innovations. This means, through using CallEEAST as your outsourced contact centre provider, not only will you and your customers experience outstanding service, but you will be enhancing your organisation’s social value.

If you would like to find out more about CallEEAST and our bespoke contact centre services, head to https://www.calleeast.co.uk/ , call us on 0300 790 6274, or email us at CallEEASTenquiries@eastamb.nhs.uk .

CallEEAST's Partnership with Birmingham Community Healthcare NHS Trust

Erin.Guyton@eastamb.nhs.uk (Erin Guyton) — Tue, 13 Feb 2024 12:53:12 GMT

CallEEAST have supported Birmingham Community Healthcare NHS Foundation Trust for many years, providing 24/7 support to patients. Through supporting a large number of District Nursing teams across Birmingham, 24 hours a day, this alleviates Nurses from on-call duties to ensure focus remains on delivering exceptional care.

The service CallEEAST provide to Birmingham Community Healthcare NHS Foundation Trust includes triaging of patients, booking appointments, taking and dispatching messages, signposting patients and supporting them in navigating the NHS system. The CallEEAST team are experienced in answering District Nursing calls and have processes in place to ensure calls are answered promptly and efficiently. Around 15,000 calls are taken per month for the teams by CallEEAST. All calls are recorded, and the service is tailored to meet the needs of the team.

Birmingham Community Healthcare NHS Foundation Trust receive full support with regular stakeholder meetings in place, to discuss both additional supportive measures and innovations. CallEEAST offer a flexible approach and can adapt the service as and when required to build a service that is fit for purpose. Comprehensive reports are shared with the team to maintain communication between CallEEAST and Birmingham Community Healthcare NHS Foundation Trust, ensuring the services continually meet objectives.

Birmingham Community Healthcare NHS Foundation Trust said, “Birmingham Community Healthcare NHS Foundation Trust have worked with CallEEAST for a number of years. They work closely in partnership with us to ensure a positive patient experience for those accessing care and treatment via the Community Nursing Team. They are supportive and play a key part in service transformation and improvement across our service and are quick to resolve issues and provide solutions as required.”

If you would like to find out more about our bespoke contact centre services and how they could support your District Nursing team, please visit https://www.calleeast.co.uk/contact-us , call us on 0300 790 6274 or email CallEEASTenquiries@eastamb.nhs.uk .

CallEEAST sponsor the National District Nurses Conference hosted by NPAG

Erin.Guyton@eastamb.nhs.uk (Erin Guyton) — Wed, 06 Dec 2023 14:57:47 GMT

On Tuesday 28 ^th November 2023, the National Performance Advisory Group (NPAG) hosted the National District Nurses Conference at the Northampton Town Centre Hotel. This is an annual conference organised and delivered by NPAG which invites District Nurses from across the UK to come together to network, learn best practices and meet relevant suppliers. NPAG are one of the other Commercial Services at the East of England Ambulance Service alongside CallEEAST.

The NPAG team meticulously planned each aspect of the event to ensure the day ran smoothly and offered a variety of presentations and exhibitors. There were 84 delegates, 12 exhibitors, and 8 speakers presenting on an array of topics.

Topics included:

The History of the QNI
Creating Capacity to Care
Innovation in NHS Community Nursing
Historical Review of Public Health within Liverpool
Getting around the District: An Illustrated History
District Nurses – celebrating the present, exploring future focused
QNI Update
Digital Prescribing for Community Teams

CallEEAST were thrilled to attend the conference through sponsoring and exhibiting. This was a great opportunity for two of our Commercial Services to come together and show a wider audience the services we offer at the East of England Ambulance Service. CallEEAST were delighted to meet many District Nurses who weren’t aware of their services, and it was a great opportunity to present how CallEEAST’s services could support District Nurses across the UK. CallEEAST already work with Birmingham Community Healthcare, covering calls for 54 District Nurses.

Damon Pritchard, CallEEAST Contact Centre Manager, said, “Thank you. It was one of the most constructive events we’ve been to since we started! It was expertly organised as well – well done – I was really impressed.”

Overall, this was an excellent event! The NPAG team delivered every aspect of the conference perfectly, ensuring everybody was comfortable throughout the day. CallEEAST also found the conference to be extremely beneficial and have come away with new contacts who are interested in their services.

To find out more about our services, visit https://www.calleeast.co.uk/services-we-offer .

Outsourced Contact Centres: A Guide

Mon, 27 Nov 2023 08:55:06 GMT

Organisations face difficulty juggling evolving technology, recruitment and exceptional customer experiences while handling other core operations. This article will outline what an outsourced contact centre is and the benefits of using one.

What is an outsourced contact centre?

An outsourced contact centre is an external team who manage customer communications for your organisation. They provide services such as Inbound Call Handling and Virtual Receptionists, as well as outbound services such as telemarketing, lead generation and market research. Organisations can also manage outbound services, such as telemarketing, lead generation and market research.

There are a variety of outsourced contact centres:

Onshore – an organisation based in your home country so employees can relate to your customers. This is the best approach for privacy and security.
Nearshore – an organisation based in neighbouring countries to your home country. This option can be a more affordable option.
Offshore – an organisation based in low-cost countries around the world.

Why should you use an outsourced contact centre?

When your organisation doesn’t have a full view of the full customer journey
When your organisation’s technology is damaging your customer experience
When you’re struggling to recruit, train and retain staff
When your customer experience statistics are lower than you’d like
When your organisation wants to lower overheads

Benefits of using an outsourced contact centre

Saves money. Using an outsourced contact centre cuts costs by eliminating the need to hire and train staff, purchase additional equipment, or allocate extra workspace.
No need to worry about recruiting and retaining staff. It can be hard for organisations to recruit and retain contact centre staff. Outsourced contact centres know which skills are needed for Call Handlers and can easily find qualified staff.
Scalability. An outsourced contact centre will monitor and adjust staffing levels to ensure they meet the needs of a business.
Increased efficiency. Efficient processes are used to ensure quicker responses, fewer errors and higher customer satisfaction.
Focus on operations. Rest assured knowing your customer communications are in hand and focus on your core operations.

It can be difficult to know which outsourced contact centre is most suitable for your organisation. Some outsourced contact centres focus on one industry, whereas others hire staff from a variety of backgrounds and allocate based on client’s requirements.

CallEEAST offer a variety of contact centre services dependent on your requirements. We differ from other providers because we reinvest all our profits into the East of England Ambulance Service, supporting NHS innovations and improving patient experiences. Choosing CallEEAST ensures both high-quality services and social value for your organisation.

Want to know more why an outsourced contact centre would be suitable for your business? Contact our team today on 0300 790 6274.