RSPCA improves efficiency in distributing calls to staff in the field

The RSPCA has extended a hosted messaging service from Teleware across the whole organisation to save up to 10 hours a month in staff time.

The RSPCA has extended a hosted messaging service from Teleware across the whole organisation to save up to 10 hours a month in staff time.

The system will be used to distribute the 750,000 calls received each year by the National Control Centre (NCC) to inspectors and animal collection officers in the field. In a typical month, the RSPCA mailboxes will handle around 29 million seconds or 335 days of voice traffic.

The system enables NCC staff to allocate messages to individual voice mailboxes quickly. These messages can then be retrieved from Teleware's datacentre by field workers without disruption to their case work.

"Prior to messaging service from Teleware, the process of contacting inspectors and animal collectors was time-consuming and disruptive, especially when officers were busy following up a previous call and it was inconvenient or impossible for them to answer calls straightaway," said Richard Harding, chief superintendent, projects, for the RSPCA.

Harding said the messaging service required no changes to the existing RSPCA voice infrastructure and incurred no capital expenditure because it is provided on a monthly charge basis as a hosted service.

The system will also used to distribute staff briefings to the shift workers making up the RSPCA's various teams.

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