While any contact center should be focused on picking up calls quickly and ensuring that there is a qualified person to handle the call, certain types of call centers are more critical than others. For contact centers serving the public good, such as social services or drug and alcohol rehab, it’s extra important that calls be picked up by the second ring, as callers are often uncertain about the call they’re placing and will frequently hang up if they don’t reach a live individual quickly. It can be simply disastrous to allow these calls to go to voicemail. Ideally, callers should be waiting less than 30 seconds for the phone to be picked up by someone knowledgeable and ready to help, or else organizations risk that these callers will give up.
What this means is that these facilities would benefit greatly (as would the people they serve) from a reliable, mission-critical contact center infrastructure that will ensure that all callers get to the agent – and the help – that they so desperately need in the fastest possible manner. In a recent blog post, hosted contact center solutions provider Five9 (News - Alert) described its relationship with teen recovery center “Inspirations for Youth and Families” (IYF), a nationally-renowned adolescent alcohol and substance abuse addiction treatment center for teens ages 13 to 18, as well as The Cove Center for Recovery, an adult program.
Both Inspiration and the Cove currently use Five9 for their 24/7 helpline contact center, allowing them to not only take the calls but track and record them, as well. The organizations are able to identify calls that have been excessively short, or have not gone well, according to the blog. This information is then recorded, and used during agent down time. While the Inspiration and Cove contact center primarily answers calls, the Five9 blended solutions allows contact service agents to make outbound calls, and contact those that have been identified as still looking for an answer to a problem, when incoming calls are dwindling.
In doing so, the contact centers can ensure that no one is “falling through the cracks.” Thanks to the Five9 solution, callers are automatically routed to the nearest available representative. In the absence of an available agent, the calls can be quickly redistributed to a separate therapy call center to ensure that the calls are answered in a timely manner and not dropped. Ultimately, it allows for a higher answer and response rate, which is precisely what callers in a rehab scenario require.
Edited by Stefania Viscusi