East Durham Homes has completed the installation of an organisation-wide call- recording system from Liquid Voice to improve its handling of complaints and resolving customer disputes. From a security and dispute resolution perspective, East Durham Homes’ aim is to record all inbound calls, around 10,500 per month, with the emphasis on performance improvements focused on…
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Customer Management
Family Mosaic scoops customer service award
Family Mosaic has beaten the London Borough of Hammersmith and Fulham, the Metropolitan Police and Scottish Water among others to win the top award for the public sector at the recent Customer Service Training Awards. Over 100 other public sector organisations across the UK also applied for the award but were not short-listed. One of…
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Family Mosaic builds on success with Britannic
Having launched its award-winning customer contact centre in 2009, Family Mosaic is now focusing on how to use telephony to enhance its call handling and customer satisfaction. Family Mosaic is undertaking a strategic review of its telephony and is now working with Britannic Technologies to establish a long-term roadmap to support its strategic business objectives….
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Family Mosaic’s partnership with Northgate
Having launched a new customer contact centre with Northgate in 2009, Family Mosaic has reported that it has since halved the number of voids, reduced rent arrears by more than 30 per cent and received a 82 per cent approval rating from tenants for its contact centre operations. Family Mosaic has been a long-term Northgate…
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Telecare success for Linc-Cymru
After its first year of operation, Linc-Cymru Housing Association has announced the success of its telecare-enabled Extra Care scheme. Using a telecare system from Tunstall, residents in 40 self-contained apartments developed in partnership with Newport City Council have had access to 24-hour remote monitoring and on-site care for the past 12 months. Linc-Cymru’s Extra Care…
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Coast & Country resells telecare to Derwentside Homes
HomeCall, the telecare division of Coast & Country Housing, has just begun providing out-of-hours support for tenants in Derwentside Homes’ 6,700 properties. The commercial arrangement between the two housing providers comes after HomeCall spent £1 million last year on upgrades to its telecare and call handling systems. The HomeCall contact centre in Redcar is expected…
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