Richmond Housing Partnership (RHP) has been presented the Small Contact Centre of the Year (sub 100 seats) Award at this year’s European Call Centre and Customer Service Awards at the London Hilton in Park Lane.
Regarded as Europe’s most prestigious event of its kind in the industry, the jury chose RHP due to “using its size to great effect, aligning strategic goals with customer interactions” and also “reacting with flexibility to customer needs, this organisation has listened to customers and front line teams to deliver an exceptional level of service”.
Jonathan Creaser, head of ICT at RHP said, “We are delighted to win this award, and for our hard-working team to receive the recognition they deserve.”
With the help of an NEC SV8100 communication system and an NEC UC for Business (UCB) Contact Centre application supplied by premier business partner Southern Communications, the team was able to maximise their performance, managing over 10,000 properties in South West London.
Creaser explained, “Unified Communications for Business has helped us build better customer relationships, especially with the ‘Preferred Agent’ feature which directs callers to the person they spoke to previously.
“If the call centre is particularly busy, the number of agents can be expanded by diverting calls to other extensions in the building. In the case of exceptional demand customers, whose call is not answered within 30 seconds, can request a call back.
“All inbound emails to RHP Customer Services are handled within the UCB Contact Centre application and customer emails are queued alongside inbound calls. This approach means that RHP customers have choice, convenience and control in the way that they contact us.”