PlunketLine, every country should have one
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Posted Mon 5 October 2009 @ 12:08 p.m. by Megan Lacy
I am sure there isn’t a grown New Zealander who doesn’t know what Plunket does in the community. Every new mother has the opportunity to have Plunket help them through those early years with their children.
So it was great to see Plunket pick up the TUANZ Healthcare Innovation Award 2009 in early September. And let’s not forget the impromptu collection that raised over $1300 during the evening that showed how respected they are for the work they do.
Plunket’s award was based on their solution to set up a temporary contact centre during their annual conference so the PlunketLine service would not be interrupted.
That was enough for me to invite them to be the October contact centre profile. It’s a great opportunity to hear more about what they do and how they do it. They may be small but they are big on service.
They now operate a 24/7 contact centre and utilise home based system to ensure there is always a trained Plunket nurse available to take calls. It’s no surprise that their average call length is 13 minutes but they still manage to take over 90,000 calls per annum.
This contact centre, set up in 1994, is a great example of a unique service that Kiwis created from need. (And is non-profit organisation)
Thanks Plunket. To check out the PlunketLine profile, click here.
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