NEWS | Westerville Public Library (OH) Launches Call Handling with Unique

NEWS | Westerville Public Library (OH) Launches Call Handling with Unique

Westerville Public Library has expanded its partnership with Unique Management by adding Call Handling Support as part of Unique’s Virtual Patron Support service. The library has over 113,000 card holders serving patrons in Westerville, parts of Columbus, northeast Franklin County and southern Delaware County in Ohio.

Patron Communication Professionals from Unique Management will handle calls that come into the library both during hours when the library staff is busy, and also after the library closes for the day. This phone-based support will allow the library the flexibility to staff their team as efficiently as possible without sacrificing quality patron service.

Extended hours call answering will also make calling the library more convenient for patrons calling outside of physical open hours. Unique’s virtual patron support hours cover up until 11pm Eastern time Monday – Friday and until 8p on the weekends.

Westerville has been a client library of Unique since 2001 using the Gentle Nudge® Material Recovery for long overdue material recovery, as well adding the innovative New Mover Service in 2020. The library is very excited to have this expanded phone coverage for their patrons.


About Virtual Patron Services

Unique Management’s Virtual Patron Service include phone-based patron service and hosted webchat. By providing live virtual patron service support for libraries, Unique reduces workloads for managers and frontline staff, which in turn increases in-house efficiency and created the opportunity for more in-person service without staff being tied to a phone or workstation.

About Unique Management Services

Unique Management is a Jeffersonville, Indiana library service company, that offers a full suite of library communication options for patrons including the Gentle Nudge® Material Recovery process, MessageBee patron engagement platform, and Virtual Patron Service. With nearly 30 years of experience in the industry and 1,600 client libraries, Unique strives to build long-lasting relationships with our partners to better serve their patrons.

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