Dear Public Health Wales,
1. Contact Centre – target to organisations we know have a CC a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Thank you for your recent request dated 8th February 2023.
1. Contact Centre – target to organisations we know have a CC a. Do you have a customer/ citizen facing contact centre? If not please skip these questions.
We have public facing contact centres for the All Wales Acute Response Service (AWARE), Help Me Quit, Bowel Screening Wales, Abdominal Aortic Aneurysm Screening Wales, Diabetic Eye Screening Wales and Breast Test Wales.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
We Employ own staff except for AWARE who outsource to a third party (Frontline Communications Group Ltd) to provide an out of hours service.
c. How many contact centre agents do you have?
113 on Mitel and 24 on Alcatel
d. Do agents work from home? Or just your offices?
Yes some agents work from home
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
Mitel & Alcatel
f. When is your contract renewal date?
Mitel is Feb 2024, Alcatel is Jan 24
g. Who maintains your contact centre system(s)?
Daisy and SW Comms
2. CRM
We do not use a CRM solution.
3. AI & Automation
We do not use any AI or Automation.
If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of the decision, you should write to the Corporate Complaints Manager, Public Health Wales NHS Trust, 3, Number 2, Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ.
If you are not content with the outcome of your complaint or review, you may apply directly to the Information Commissioner for a decision. Generally, the ICO cannot make a decision unless you have exhausted the complaints procedure provided by the Trust. The Information Commissioner can be contacted at:
Information Commissioner for Wales
2nd Floor
Churchill House
Churchill Way
Cardiff
CF10 2HH
Telephone: 029 2067 8400
Email: wales@ico.org.uk