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Service Difference
With our customisable programme design, high-quality service delivery, partnership focus and innovative pricing, Workplace Options provides world-class employee support services that help organisations increase employee effectiveness and realise a superior return on investment.
Highly-Skilled EAP Consultants and Counsellors
We pride ourselves on the quality and expertise of our EAP experts. Each member of staff is carefully chosen based on their education and work experience to support the wide scope of our service offerings. Our consultants include former nurses, health visitors, elder care experts, debt advisors, legal specialists and Citizens’ Advice specialists. Our counsellors are accredited by the BACP, or UKCP and have undertaken 450 hours of counselling training plus at least 450 hours of supervised counselling practice over a three year period.
24/7 Service Centres
Unlike other work-life providers that rely on an answering service to take messages after hours, we maintain our own 24/7 state-of-the-art call centre. All calls are answered "live" by one of our own expert consultants any time, day or night. In many cases, research to fulfill the caller's need can begin immediately which helps us to ensure the fastest turnaround time in the industry.
Customisable Intake and Call Forwarding Options
Unlike other EAP providers that rely on an answering service to take messages after hours, we maintain our own 24/7 state-of-the-art call centres, primarily based in Chiswick, West London. All calls are answered “live” by one of our own expert consultants any time, day or night. In many cases, research to fulfill a caller’s need can begin immediately which helps us to ensure the fastest turnaround time in the industry. In addition to access by phone, employees can contact us by email, online and via instant messaging.
Quality
WPO’s quality measurement and management are unparalleled in the UK. Our consultants participate in both random and scheduled case management reviews to monitor the quality of the support given. We also undertake six-monthly external audits and monthly internal audits.
Successful Outcomes and Customer Satisfaction
Customer Satisfaction is the key to the success of any service and in addition to case reviews, we have a process for users of the service to rate their satisfaction with the service they receive, via an online or paper survey. In addition, with our online outcome tracking system, Evolution Case Outcome Management System (ECOMS), we have led the way in early implementation of outcome tracking and are one of the first EAP providers to combine US and European based clinically validated outcome measurement tools.
Utilisation Rates
Driven by dedicated, proactive account management, services tailored to the needs of each client and multi-channel service promotion, WPO’s clients enjoy some of the highest utilisation rates in the industry.
Value
Our commitment to value can be validated with Key Performance Indicators and Service Level Agreements tied to areas such as call response times, case turnaround times and management reporting, as well as to client-specific measures.
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