You said, We did... Reducing call waiting times
Do you know we have a call back feature to stop you from waiting on the phone?
We went live with our new telephone system on 14 June and one of the changes which has received good feedback from tenants and customers is the 'call-back' feature. This is available between 8.30am and 3pm during the week.
You said, We did
You told us you were struggling to get hold of us as due to high call volumes and long wait times to get through to speak to an officer. The new call-back feature (offered between 8.30am and 3pm weekdays) holds the caller’s position in the queue, allowing them to go and do other tasks. When it is their turn, the system puts a call back through to an available officer who will then ring the caller back to deal with their enquiries.
This has been well received and has resulted in fewer dissatisfied customers, reduced call volumes and lower wait times.
One of our volunteer tenants, Julie, said she was pleased with her recent experience of the call centre when she called about a broken lock.
She said: "I was on the line for two minutes and they dealt with it straight away. The operative could not complete the repair that day, but he made it safe and came back the next day. I got a text to say someone was on their way. That was the biggest improvement - someone came back as they never have done before. It was the best service I have ever had."
- We are now looking at phase two of the telephony platform, which involves integrating our emails and live chat functions to improve customer experience even further.
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