National Call Centre Service Improvement and Digital Strategy

ClientHealth and human services NFP
ProjectFamily relationships advice line

Thought Bubble helped a major player in the health and human services sector to audit an existing national telephone advisory service and provide strategic recommendations on service model improvements to help the organisation improve service response and prepare for a digital (omni-channel) transformation project.

The scope of the project included:

  • Mapping the process/client journey to understand the points of transfer.
  • Provide scripting to achieve consistent content
  • Identify opportunities to free up time for practitioners through process efficiencies. This included development of training material and other collateral to aid in self-help and other low touch or non-complex interactions via digital channels.

Thought Bubble’s analysis uncovered some important strategic considerations that led to an organisational realignment and restructure of the service delivery model.  These important findings also helped with the organisation’s re-bid on which Thought Bubble was engaged.  The re-bid (a 5 year sole contract) was successful.