Ansaback is a 24/7 contact centre and business services bureau based in Ipswich, Suffolk. Since 1998 we have been supplying telephone solutions for a wide range of business sectors. We combine telephony and technical expertise with a team of highly trained and experienced agents to provide the highest levels of service and professionalism.
Wrightington, Wigan and Leigh NHS Foundation Trust are part of the National Health Service (NHS). The Trust is a major Trust serving the people of the Borough of Wigan. Innovative and forward thinking, the Trust is dedicated to providing the best possible healthcare for the local population of over 300,000.
The Trust relies on constant communication between their staff and technicians to ensure their equipment is fully operational, or in the event of total failure to make sure it all gets up and running as soon as possible.
To support these requirements, Ansaback have been working closely with Wrightington, Wigan and Leigh to provide a tailored IT support call logging service, to ensure 24/7 back up in the event of any internal communication issues that may arise.
Operating across 3 hospital sites, a state-of-the-art outpatients’ centre and also working from offices at Bryan House and Buckingham Row in Wigan town centre, the Trust has 758 inpatient beds and invests over £200 million each year in a broad range of highly regarded general and specialist acute services.
“Wrightington, Wigan and Leigh NHS Foundation Trust, IT Services department have been using Ansaback Call Centre for over 2 years now. We use their service 24/7 to take overflow calls during the normal working day and all calls out of hours. This has proved to be invaluable to ensure that our users never get the engaged tone.
We were able to develop the script to our requirements and have procedures in place to deal with high priority calls. Over time we have made several amendments to the script, which have been taken on board by Ansaback and implemented quickly.The ‘sticky note’ feature is particularly useful when we have a system down we can ensure that the agents at Ansaback are fully aware to expect calls regarding it.
The calls they take are emailed to us in a particular format which our interface converts into a call record in our system. This all runs in the background so the calls taken by Ansaback appear as jobs in our system.
Because of using Ansaback services 24/7, 365 days a year, it has enabled us to meet one of the requirements needed to become a NHS accredited service desk,which we achieved last year.”