A common issue raised when we recently visited several I-MED sites in the northwest was the stressful work in the contact centre due to its current workloads.
We wrote to your site manager Russell Hicks to see if a solution could be found and here’s his reply:
“The Contact Centre component of our business has received the highest priority for improvement. It has been extensively reviewed right up to the I-Med CEO level with information provided to all staff from both the CEO & COO around improvements to the Contact Centres across I-Med with significant additional resources being poured into this area. This involves reviewing the current processes to look at potential improvements as well as the resourcing of the call centres & anew national management team and training plan.
In addition, on the NW Coast there has been an additional 3 new Contact Centre staff employed in the past fortnight to assist with the load. Again, this has recently been communicated to all RIT staff. We have also recently held staff meetings in each of our areas with our clerical staff and taken on their feedback and provided information around the call centre review process.”
Russell’s response sounds very promising for those in the Contact Centre so let’s hope we see an improvement in the workload issue, but if things don’t improve, please let us know.