During the COVID-19 health crisis, like many healthcare organizations, Paris University Hospitals (Europe’s largest public hospital with 100,000 employees), feared becoming overwhelmed. It introduced a digital app that allowed local residents to monitor their symptoms from home and report them remotely to their doctors on a daily basis.

To manage the new COVID-19 monitoring app, the hospital built a brand-new contact center to register and keep in touch with new patients, facilitate form-filling and trigger alerts to medical staff at the hospital for urgent cases.

Top challenges included recruiting and training hundreds of volunteers to staff the new contact center, in just a few weeks. The next hurdle was to develop efficient schedules that took into account volunteer availability as well as their preferences and then communicate their schedules to them quickly. At the same time, the provision of real-time Workforce Management (WFM) data and analysis capabilities were critical to supporting effective resource planning and forecasting during a rapidly changing pandemic environment.

Easy to use and fast to deploy, the Calabrio WFM implementation tangibly supported what has become the biggest telemedicine experiment ever at Paris University Hospitals.

Webhelp benefitted from the automated scheduling, forecasting and WFM data analysis capabilities of Calabrio. Using the mobile app, Paris University Hospitals successfully onboarded more than 180,000 patients onto the COVID-19 monitoring app, involving 3,500 doctors and volunteers.

The flexibility of the solution has enabled Webhelp to create an agile resource capacity and planning framework for Paris University Hospitals. Using Calabrio, Webhelp was able to recruit hundreds of new volunteers across a variety of channels including telephone and email as well as popular social media messaging platforms including Slack and WhatsApp. They could train volunteers swiftly and remotely and then schedule them using 10 different shift models.

The self-service capabilities provided by the Calabrio MyTime app were a huge bonus. While giving volunteers control over their own schedules, the MyTime app proved to be a powerful motivational tool. Keeping volunteers connected and engaged at all times inspired them to deliver an outstanding customer experience. In turn more than 94% of patients said they were reassured by the COVID-19 monitoring programme.