We are a diverse and friendly team of 40 dedicated and highly motivated Contact Centre professionals. As a Contact Centre team, we form an intrinsic part of the delivery of efficient patient care; ensuring a first class staff and patient experience when calling Addenbrookes Hospital. We take pride in the service we deliver 24 hours a day, 7 days a week to our 1.2 million callers a year. We serve over 11,000 Trust staff, and the thousands of patients and visitors that require our assistance.
Working in the Contact Centre, our agents can handle up to 400 calls a day, which include logging maintenance calls, booking on emergency bloods, helping relatives to find information on their loved ones and co-ordinating the pager devices used by clinicians. We also manage the public reception desks in both Addenbrooke’s Hospital and the Treatment Centre.
If that wasn’t enough, we receive and coordinate the response to the emergency calls in both Addenbrooke’s and the Rosie Hospital, which can range from cardiac arrests, fire incidents, missing patients and all major incidents.
Our Contact Centre Agents work a range of shifts across a rotating pattern to ensure we are available when needed. We offer a comprehensive agent training programme to equip the team for the fast-paced environment. Not every call to the centre is entirely straightforward, and no two are exactly the same. Each customer has a different set of expectations; patients can be anxious, and are always treated with kindness as we point them in right direction. Likewise with hospital colleagues, who might need guidance in the most efficient way possible. Our agents hold vast amounts of information on the hospital and use this information together with their knowledge to effectively answer queries or route a call.
Contact Centre Roles include:
- Contact Centre Agents
- Contact Centre Apprentice
- Contact Centre Shift Leaders
- Contact Centre Training and Quality Coordinators
I love customer service and I love helping and talking to people. It’s really rewarding knowing you’ve helped someone. It’s not just a switchboard, it’s much more than that. You have to be able to deal with pressure. It’s very calm here – until there’s an emergency and then we jump into action!Regina Brown - Contact Centre Agent