River Clyde Homes is celebrating success one year after launching its local 24-hour a day customer contact centre.
Since the shift to offering a 24 hour service, 7 days a week, over 93% of queries are now resolved on first contact. The local Customer Experience team offer a seamless service with no passing of customers to outside agencies. This has resulted in the housing organisation exceeding the 90% goal it had set.
In the last year the service has also seen a dramatic decrease in complaints about repairs, with staff able to use their local knowledge to assist customers quickly and efficiently with a whole range of queries, whatever the time of day, or night.
“The fact customers can now contact our local team 24-hours a day as well as coming in to see us face to face in one of our hubs has undoubtedly helped us exceed our targets for giving customers the outcome they are looking for first time,” explained Joe Deegan, customer experience manager at River Clyde Homes. “But credit needs to go to staff both on the phone lines and those who meet customers face to face for their hard work in helping us achieve this result.”
“We’re always striving to reach our goals of ‘every customer happy’ and ‘every person positive’ and the team have certainly shown that they are living these values. We are continually working towards these goals to make sure we are providing the best service possible to all our customers.”