The Customer Service Countdown
Social Housing is one of the fastest growing and most demanding environments for customer service providers. Technology adoption by tenants and rapid changes in their communication channel preferences are placing heavy demands on the contact centre.
In our experience, the housing organisations which are coping the best and delivering the most value from contact centre technology are getting things right in 5 key areas.
Download the 'Characteristics for high performing social housing contact centres' infographic to get the top 5 tips.
Want to know more?
If you would like to find in more detail how we are dramatically improving customer satisfaction, or to book a demo, simply complete the form and we will get in touch.
Bron Afon - Improving customer service
One of our partners helped Bron Afon improve customer contact in social housing. Take a look at the video, as they explain how the Enghouse Contact Centre product - formerly known as Zeacom, resolved one of the issues like having customer information displayed on various systems - now when a customer calls their information is displayed straight away on one screen.
Handling over 10,000 calls per month - but it's not just about the calls - increasingly customer expectation is now email, text or social media. Enghouse Contact Centre measures and manages all of these channels to improve customer service and staff productivity.
"Making extensive use of the system's callback facility, was particularly beneficial for residents for whom English is not the first language, helps emh Group to reduce queues, call times and abandonment rates." emh Group.
Remove any organisational structures that limit efficiencies of scale, such as teams exclusively aligned in business divisions, estate locations or distinct housing maintenance areas. Your are aiming for a single service team and a common services portfolio. "For us, it brings along the associations and involve them all the from the beginning" Broadacres Housing
Best Practice Guide for customer service
As Social housing tenants face rising costs and cuts in income support they are increasingly using email, text, and social media to communicate their needs. But meeting tenants demand whilst delivering exceptional customer experience in todays’ competitive environment is a growing challenge to customer service teams.
In this guide, we set to answer an important question: how can housing associations refocus their front line support to keep their customers informed and dramatically improve customer/tenant satisfaction?
Download the guide to get the 5 key areas of focus Housing Associations should take action on to improve customer service.
Integration should be key part of your technology to dramatically reduce costs and time as housing association Bron Afon confirms "the contact centre is now fully integrated into Microsoft Dynamics CRM, which enables screen pops and brings a 20 second saving per call."
Take the Challenge!
Whether you are an existing Enghouse Interactive Contact Center technology adopteror looking to adopt new contact centre technology, why not take advantage of our current offeringalongside your new contact centre technology, and trial any of the multi-media modules, like callback, web-chat, outdial...*Free for 90 days. The trial modules can be incorporated, at the same timeas your contact centre
If you are interested please complete the form at the top of the page *T&C's Apply.
Case Studies
Here are just a few of our customers. To read how we have helped these housingassociations, click the logos to get the full story.
