The Customer: FCMS (NW) Ltd.
FCMS is a Social Enterprise health and wellbeing services provider and are passionate in their drive to deliver exceptional care to their patients, who are the central focus of all that they do. They aim to nurture an environment of inspiration, innovation and disruption so that the people within our world receive exceptional care for this generation and the next.
The Challenge
FCMS, a leading urgent care provider in the UK, faced a significant challenge in managing their Dental Helpline contract. The increasing volume of calls and the complexity of queries were putting an extra load on their existing contact centre. FCMS were looking for a solution to ease call handler frustration, inefficient call routing, and improve patient satisfaction. To address these issues, FCMS partnered with Babble to implement a cutting-edge contact centre solution.