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Dedicated 111 coronavirus (COVID-19) contact centre helpline

Our contact centre gives coronavirus helpline support to callers ringing the 111 service. 

We set up the dedicated helpline at the request of Public Health England (PHE) and at short notice. 

Within 12 hours we:

  • trained 50 agents
  • developed scripts
  • answered calls. 

The service now has 150 agents and we take over 7,500 calls a day.

Feedback from PHE has been really positive.

Reassuring the public and providing accurate information is vital to the coronavirus response.