Developing appropriate call channelling and information sharing


Inbound call management


Royal Australian College of General Practitioners

The Royal Australian College of General Practitioners (RACGP) is Australia’s largest professional general practice organisation, representing more than 38,000 urban and rural members working in or towards a career in general practice.

The RACGP aims to improve the health and wellbeing for all Australians by supporting general practitioners, registrars and medical students.  This is achieved by advocating on behalf of the profession; supporting lifelong learning from medical student to RACGP Fellowship and beyond; setting quality standards for the profession and promoting and supporting primary care research.

Each year the RACGP goes through a yearly membership drive which creates inbound call stress due to the high traffic volume compressed over a short period of time.  Additionally, during this period there is a significant increase in college and affiliated bodies related questions, as doctors call to get information relevant to their ongoing professional development and matters that pertain to their registration as general practitioners.

The strategy for the college is to provide a high standard of customer service, provision of correct and precise information while managing the collection of the membership drive and maximising members’ access to information around the college’s facilities, features and benefits.  The business was challenged with managing call flows above their staffing ability, together with a wide variety of enquiry types that need specialised case by case resolution through appropriate call channelling and information sharing.

Our involvement advised on how best to support the peaks in the call traffic into the college as required by in-place staffing levels, whilst providing accurate and correct information, including confirmation of college held information to on-direct calls to achieve 100% first contact satisfaction.