Adactus Housing Association went live in November 2011 with outsourced contact centre support for out-of-hours services to tenants, with the service provided by mplcontact, a division of Message Pad. Adactus estimates that the contract value is between £10,000 and £40,000 per year, depending on tenant demand. mplcontact will provide support to Adactus’s 25,000 tenants by…
Adactus Housing outsources contact centre support to mplcontactRead More →
Customer Management
Sovereign chosen for West Kent customer access strategy
West Kent Housing Association has been working with Sovereign Business Integration to develop and deliver an ‘It’s Your Call’ customer access strategy as well as developing a three-year ICT plan. Deborah White, housing and communities director, West Kent Housing Association, said, “Opening up alternative communication channels with our customers is important – although around 80…
Sovereign chosen for West Kent customer access strategyRead More →
Richmond Housing achieves two-hour repair slots
Richmond Housing Partnership has reported that it is the first housing association in the UK to give tenants the ability to book two-hour repair appointments online, following the launch of the Microsoft Dynamics-based system in October 2011. Using web services technology, customers can now book a specific arrival slot for a repairs operative rather than…
Richmond Housing achieves two-hour repair slotsRead More →
Contact centre trends report from Mpathy Plus
Mpathy Plus has completed its survey and report on trends in housing contact centres for 2011. The ‘Social Housing Contact Centre Survey’ identified two key trends in housing providers’ contact centre performance, both of which point to an improvement in service quality. The first is that the average duration of calls has increased from 253…
Contact centre trends report from Mpathy PlusRead More →
Eliminating knowledge decay in call centres
In a recent SKS survey, we found that nearly half of all call centre managers admitted customer satisfaction levels of less than 40 per cent, and our research suggests that the reason why customers are so dissatisfied can ultimately be traced back to the phenomenon we term ‘knowledge decay’. The knowledge which we refer to…
Eliminating knowledge decay in call centresRead More →
New web solutions from Orchard
Following its acquisition of Applaud Web Solutions earlier this year (see Housing Technology, July 2011), Orchard’s portfolio now includes web-based solutions to cover content management, document management, collaboration, board extranets, corporate performance and risk management, all based on the Vestri platform originally developed by Applaud.
