Diginomica covers our work with NHSBSA
We implemented the service within two weeks and had the service operational for three weeks, with the service going 24-7 for the last five days of the trial.
Darren Curry, Chief Digital Officer, NHSBSA explained:
So it took us two weeks of work to get a 40 percent reduction of call volume – so it was very successful.
Overall, only 663 calls were dropped by Lex (6.5 percent) – which meant the trial was successful. Furthermore, over 75 percent of the calls were handled within six minutes, and the contact centre had a 26 percent reduction in traffic.
Curry believes that a project like this using traditional technology would have taken four to six months rather than two weeks.
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