How NUHS transformed its contact centre operations to improve efficiency and user experience

One of three public healthcare clusters in Singapore, the National University Health System (NUHS) consists of 3 Acute Hospitals, 3 National Centres, 2 Community Hospitals, 7 Polyclinics, 3 Medical Schools, Family Medicine Clinics and Primary Care Networks. With such an extensive network, it’s critical to ensure a seamless user experience across all institutions. 

Thus began their transformation journey to integrate 4 separate call centres into a single platform. Find out how NUHS went from paper notes and Excel to a powerful omnichannel platform that not only transformed their operations, but enabled them to reduce their Call Abandonment Rate from a peak of 40% to under 3% consistently.