RLA Call on Abbey Telecom

A national property association based in Manchester has turned to a Lancashire telecoms provider to help manage a sustained period of rapid business growth.

The Residential Landlords Association (RLA) has experienced an increase of more than 50% in its membership in the last two years, now serving over 17,000 landlords across England and Wales.

The dramatic surge in membership has resulted in a substantial increase in inbound enquiries to the RLA’s advice lines, and so the organisation has partnered up with North West installer Abbey Telecom to implement a new call handling system.

“Inbound calls to our advice lines have more than doubled in the last few years due to the huge increase in members and the increasing complexity of legislation faced by residential landlords,” explained Andrew Goodacre from the Residential Landlords Association.

“We needed hi tech, rapid solutions to ensure that our callers are efficiently funnelled to the right person and can access the area of expertise they require at the first time of asking.”

The new system comes with an array of real time, intelligent reporting and management information which allows the association to monitor call volumes and deploy its professionally trained advisors to areas of greatest need.

Abbey Telecom managing director Tony Raynor added: “Tackling a change in call handling capabilities whilst continuing to serve its members involved a complete overhaul of the RLA’s traditional phone lines, which we have replaced with a brand new server and call routing system.

“It’s crucial for landlords’ peace of mind to be able to access round-the-clock professional advice, information and services.”

The RLA provides a one stop resource centre for essential landlord services and advice on changing legislation, including dedicated online and telephone support, tenancy documentation and insurance based deposit scheme.

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David Dungay

Editor - Comms Business Magazine