Turning 20,000 houses into homes – by phone!
When you are dealing with big numbers, in a busy customer service centre, covering London, Hertfordshire and the South East, it is a sizeable task to respect each new caller as an important individual. But while managing 20,000 homes and marching confidently towards its 90% ‘total customer satisfaction’ targets, the housing association, Network Homes is committed to doing just that. And to build these customer relationships effectively, they have invested in the best help available…
Aiming for a Positive First Response.
As the first point of call, whenever any of its tenants or customers have a question, query or need, each of the organisation’s Customer Services Advisors (CSAs) needs to be ever ready to smile and respond on the phone. These calls can cover anything,
from an emergency repair or tenancy enquiry, to a bit of a grumble and the ultimate goal for every single one is a swift resolution and an improved relationship.
For many years, the CSAs have been trained well above the standards normally associated with roles like these, in techniques such as creating a ‘positive first response’. They are taught the value of smiling down the telephone (try it – you’ll be amazed at the effect it has), showing empathy and taking as much time as they need to fully understand each caller’s needs. Network Homes have long recognised the importance of investing to achieve its ambitious results.
Great trainers need great equipment…
It is often said that the best training in the world is only as good as its application and that learning in a classroom can never really prepare you for the real world. Well, Network Homes recognised this too.
Until early in 2016, the organisation had always trained its CSAs face-to-face with the trainer, and under the watchful gaze of everyone else. The roleplays were hindered by self-consciousness, the Q&A’s were led by the confident, and there was very little opportunity for constructive individual feedback.
As soon as they met Mandy from PhoneCoach and she demonstrated their Alpha range of products they knew they had found the answer. Finally they had the equipment to convert a classroom into a real-world experience.
Roleplay becomes Real-Play and creates positives responses!
For Customer Services Trainer, Rachel Taylor, PhoneCoach has supercharged her material. She can now go into another room and make trial calls, out of view of the CSAs, and they can take away an MP3 of their calls at the end. The response from the customer service centre team has been enthusiastic, and the upward customer satisfaction results are confirming the positive effect.