3.1 Voxivo

Voxivo is Intake’s call management system. It controls the flow of calls to the team and all transactions are dealt with via this software.  During opening times, inbound calls to the main helpline number are queued and then routed to the most recently available advisor to maximise service standards and minimise customer waiting time.  

3.2 Advisor Status

Advisors are required to log in to Voxivo on arrival in line with their planned working times for the day and select the ‘available’ status once the phone line is open. This should then be their primary work status during phone opening hours. If an advisor needs to make themselves unavailable, such as for training or taking a break during this period, then they must select the proper work status.

See also: Appendix 1 - Table of work statuses

3.3 Call Outcomes

At the end of each call, advisors will need to enter an ‘outcome’ on screen. This is done by clicking on the call bar in the agent view of Voxivo   

An advisor must select the appropriate outcome which best explains the reason for the last call. This is essential because the outcomes allow the creation of reports regarding the proportions of the types of calls received.

See also: Appendix 2 - List of Outcomes

3.4 Outbound calls

Outbound calls should be used by advisors to gather or clarify information presented by complainants when this is integral to decide on a course of action, provide the correct advice or needed at the Assessment phase.  

While this can be done by messaging the complainant through the OCS or writing to them by post, it is often quicker and more efficient to do so by telephone.  Advisors are expected to consider this when deciding how best to obtain the type of information that they need.  

A written request for the complainant to call the team should only be issued if the Advisor has already unsuccessfully attempted to make contact by telephone, it should not be the first action taken.

At the opening of an outbound call, advisors are expected to introduce themselves, explain their reason for calling and satisfy themselves they are speaking to the appropriate person.  They should ask if it is a convenient time to speak and notify the complainant that the call is being recorded ‘for training and monitoring purposes.’  

Should the person be unavailable, then the advisor may choose to leave a message explaining the reason for the call and how to contact us.  Either way, this should also be followed up in writing via the OCS or post.

3.5 Call recording

Voxivo records all calls to and from Intake. Calls are retained for 30 days and are deleted automatically.

See also:

• Section 11 – Information Security

• Retention & disposal of casework records policy