This year Uganda Cancer Institute marks 50 years anniversary. Well that’s not altogether accurate. What!!! 2017 actually marks a Golden jubilee of excellence. Our staff giving quality services to our patients. I make this distinction because Uganda Cancer Institute interaction with patients has changed over time as the call center and customer experience are going to have them evolved.
A call center is a physical place where customer and other telephone calls are handled by an organization usually with some amount of computer automation. Typically a center has the ability to handle a considerable volume of calls at the same time to screen calls and forward the calls to someone qualified to handle them.
Information dissemination is one of our key mandates and as such Uganda Cancer Institute is going to start covering the call center space in August gearing to the launch of UCI@50. “The call center is going to be functioning by the beginning of August and it will enable us to achieve this through SMS gateway, customer relationship and management system.” says Christine Namulindwa the Public Relations officer Uganda Cancer Institute.
Initially all queries could go to the Public relations office and response could be got from there. However due to the rising demand from our patients and cancer awareness programs, this will officially broaden its coverage and reach from the clients. The latest Cancer Awareness campaign clearly put our patients first as everyone begins to understand that adopting new technologies could enable them to better and more efficiently target, engage, deliver services to our patients and in the process deliver more value to patients services.
The call center will be handling consultations, dissemination of information to staff and to the general public. “It is going to be a reminder center for appointments, scheduling appointments and consultations” says Christine Namulindwa the Public Relations Officer Uganda cancer Institute.
The spotlight on the patients only continues to get brighter with new developments such as the rise in social media platforms, Websites, call center where the public will be given a toll free line to call and make inquiries, schedule appointments to be reminded on their appointment dates and Public relations interactions.
Uganda Cancer Institute is working tirelessly to ensure that it reaches everyone wherever they are and to deliver the best services and patient’s care. Research is Our Resource.