Contact Centre

Over the past 12 months, the National Contact Centre has undergone significant restructure to deliver the best possible service we can to our clients.

The result of the restructure has been the creation of new roles and the recruitment of staff with specialist skills to implement a range of initiatives designed to transform the contact centre into a high performing channel for Silver Chain.

Our National Contact Centre received more than 830,000 phone calls and 130,000 emails over the past year as well as more than 101,000 referrals. We operate 24 hours a day, every day of the year, delivering a range of services to our clients, providers and staff, and we are continually looking for ways to improve our operations to make our interactions as meaningful as they can be at the best possible price.  

Our main focus is of course, our clients, as they are the reason we are all here.

To ensure we deliver on our vision, we have embarked on a journey of transformation to unlock efficiencies, implement new technology, review our processes and update our national training program so we can better support our staff who interact directly with our clients and providers.

Looking ahead, the next 12 months brings new challenges and opportunities, including integrating our new business, Domiciliary Care, into the National Contact Centre, and continuing our journey of continuous improvement to get the best outcomes possible for our clients, our stakeholders and our staff.

Mark Wolsoncroft
Workforce Planning and Analytics Manager