GoResponse Telephone Answering Service Staff

RSPCA response time reduced to a matter of minutes

Every business professional knows that response time to a client question or query can be critical, and when the response is needed to prevent further cruelty or neglect of animals, the time it takes to respond can be the difference between life and death. The RSPCA have managed to reduce the time they talks to respond to a query to an astonishing 21 minutes, instead of the two days it used to take.

The rapid increase in call or online response is due to the new reporting system the RSPCA has incorporated into their website recently, and they now have a dedicated 10 members of staff just answering queries and responding to problems because of this new strategy. Because the team work twenty four hours a day and seven days a week, they also ensure problems are dealt with promptly.

The Information and Advice manager at the RSPCA Veronica Morrison stated:

“Over the last few years we’ve seen a massive growth in the number of people contacting us online. Eptica’s technology allows us to investigate and process all the cases reported on our website, quickly and efficiently. Being able to better manage the thousands of enquiries we receive every year helps us to save more animals. It’s as simple as that!”

The online response has improved dramatically since the Eptica Email management solution was adopted, with it bringing together the potential foster families pets can go to and flagging up important information. This means animals can find alternative care much more quickly than they used to in the past, freeing up space at RSPCA centres for sick animals.

award winning