Telecare and security systems provider Cirrus has won a £115,000 contract to upgrade Riviera Housing Trust’s telecare services. Cirrus will be upgrading 11 housing schemes with a Tynetec alarm and communications system specifically designed for grouped housing schemes. The new system will improve Riviera’s existing community/warden call alarm services, with an emphasis on open communications…
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Customer Management
Streamlining Processes & Improving Service Effectiveness
There is continued pressure for housing providers to be more responsive in handling calls from their residents within the confines of limited budgets. It is therefore not surprising that efficiency and effectiveness are two words you always hear when speaking to contact centre managers. Peter Graddon, a director of Omfax Systems, discusses how to improve…
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Kier pilots first-time fix for Stoke council
Kier Stoke, Stoke-on-Trent City Council’s housing maintenance provider, is trialling a new ‘first-time fix’ service at 6,000 properties in the city. As part of the trial, seven people from the council’s contact centre are now working in Kier’s offices with the aim of answering tenant queries from a single point of contact. The city’s 19,300…
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City South Manchester pioneers Noriaki real-time survey analysis
City South Manchester Housing Trust is using software from Noriaki to achieve real-time data collection, analysis and reporting when conducting resident surveys. Loaded on PDAs, laptops, tablet PCs or via CSM’s web site, the software enables housing officers to take their questions to their customers’ front door or living room. As soon as they are…
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Turning on shared service centres
Not so long ago the call centre industry in the UK employed over one million people and was a major contributor to the GDP, listed in the top five industries by the Department of Employment in 1998. How things have changed. In the space of 12 years, the rise of outsourcing and off-shoring has transformed…
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Capita’s CBL at Leicester council
Capita Software Services has completed the implementation of a choice-based lettings system involving Leicester City Council and 20 registered provider (RP) partners. The new service went live in April 2010 after a 10-month implementation, with the contract reported to be worth in excess of £128,000. The CBL system is expected to make it easier for…
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