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Case Study - West Mercia Housing Group

 

During the merger with Whitefriars Housing Association, West Mercia Group decided to create a shared CRM centre to handle the customer interaction regarding responsive and planned repairs.  I was engaged by the Deputy CEO of the Group to work in the programme steering group defining and managing the creation / implementation of the centre.

A new building was selected in a retail park in Worcester which would be a pleasant working environment adjacent to key transport routes.  The contact centre offices were set out on two floors and new wired, wireless, telephony and network services infrastructure was installed together with appropriate furniture, desktop computers, display ‘wall board’ screens etc.

 

The new shared services approach provided the impetus to re-design the process flows taking on board the acquired knowledge and experience and creating an optimal customer experience.A pivotal element of the project was recruiting of the management team for the centre incorporating a significant degree of pure commercial contact centre management experience and early involvement of the new team in the operational design workstreams.

The results of this were spectacular:  The team of 18 staff commenced operations dealing with around 2,300 calls a week from residents requesting home repairs answering 95 per cent of calls in an average of 17 seconds and leaving 95 per cent of customers satisfied with the service they receive.  Generally there has been very positive feedback from the 23,500 West Mercia Housing Group customers.