The Royal College of Midwives – Membership ServicesCase study
The Royal College of Midwives (RCM) are a professional association with over 48,000 members who represent the interests of midwives throughout the UK and internationally.
Since 2012, go-centric has worked in partnership with the RCM to enhance their member experience and engagement.
go-centric currently handles around 37,000 contacts each year for the RCM, resolving 94% of the enquiries presented while escalating the remaining 6% of more complex enquiries back to the in-house team to manage. Eliminating these general enquiries, basic processes, reception and switchboard functions allows the in-house team to focus on more strategic activity.
By operating the service 24/7, RCM is able to be responsive to all members regardless of their shift patterns.
We are able to provide a consistent and reassuring contact point for members.
Key features provided include:
- Daily reporting and trend analysis
- 24/7 support
- Process orientated environment
- Key account support as the service changes and develops
The RCM have been working in partnership with go-centric since 2012 and during that time we have jointly created and launched the RCM Connect service with the aim of improving responsiveness to RCM members. go-centric have been flexible, creative and committed in their approach to helping us achieve this, and we are delighted to be working with them to continue delivering an excellent service for our members.
In providing an omni channel service for RCM, we provide the opportunity for their members to make contact through their preferred channel, to suit their needs.
Offering LiveChat support, enables members to ask questions through the website, with a speedy response, an average wait time of 8 seconds. We worked with RCM, making recommendations of how to promote this channel to increase its usage, and as a result contact through this channel has increased significantly, particularly for simple enquiries.
Our partnership approach with RCM ensures we continually improve the service to members, resulting in an ongoing reduction in the number of queries which need to be passed or escalated to RCM, 94% being handled at first point of contact by our dedicated team.