In the housing sector customer service is king. The key to good customer service is good communications with tenants and resolving issues before they become major problems. Getting this right depends on how quickly people can share information. Staff need seamless communications with colleagues, customers, suppliers and outsourcing partners. To gain competitive advantage, housing professionals need the power to communicate in real time: they need communications that are not restricted by location or geography and are free from device dependent access codes.
Gain competitive advantage through effective business communications
For Housing Associations focused on customer service, getting communications right is paramount to not only operational efficiency, but ultimately to outstanding customer satisfaction. Mitel can help you gain competitive advantage through more effective business communications, bringing order to operations and raising the bar in housing standards.
Due to consolidation in the sector, many housing organisations have inherited networks and communications technology. Capability often varies by location, meaning users moving from site-to-site have no consistency of experience. Managing this type of communications infrastructure is time-consuming, expensive and involves staffing on-site resources or necessitates travel, introducing delays to issue resolution. Such gaps in communication can lead to errors and delays.
The Right Tools
Handled properly, telephone communications can create a positive impression of service – improperly, a negative one. For this reason, having the right tools to manage incoming calls is pivotal to successfully managing contact with the public. To ensure incoming calls are being answered in timely fashion and call traffic is running smoothly, analytical tools are required.
Key Lines of Enquiry (KLOE)
Housing issues often cause stress and concern for the tenant. For matters of such a critical nature, people expect their call to be answered immediately by someone capable of dealing with their issue on the spot, without being passed around or having to call back. When tenants have a poor experience relating to a call to their housing provider association, it can impact your Key Lines of Enquiry (KLOEs) rating.