Shoreline Housing Partnership has just opened a new customer call centre, the culmination of a year-long project to redesign and improve its service to tenants across North East Lincolnshire, supported by mpathy Customer Experience who were appointed to develop and implement Shoreline’s customer service strategy.
The work undertaken by mpathy for Shoreline included the project management and design of the contact centre, process mapping the customer interactions and related business processes, supporting the selection of new call centre technology, and the development of training programmes for all staff.
