Housing Association turns to mplsystems to optimise customer contact across five contact centres
Warwick, UK - 18th November 2013 – Together Housing Group, a leading provider of affordable rented homes across the North of England, has deployed a next generation contact centre intelligent desktop solution from mplsystems. The new intelligentDesktop will help optimise the performance of the Together Housing customer services team that manages some 35,000 homes across its five contact centres.
Together Housing Group handles customer service calls for ten different social housing brands. Now, using intelligentDesktop from mplsystems, the Group’s customer services team will be able to act as one single virtual contact centre, routing calls from one contact centre to another and sharing resources to ensure faster response times and a consistently high standard of customer service. Thanks to the new intelligentDesktop agents can now resolve customer inquiries regardless of the housing group involved, with a single, smart, agent-friendly user interface helping to improve the overall customer experience offered.
Stephen Batley, Together Housing Group Head of Customer Service said: “Each of the partners had a separate telephony system, which was clearly not suitable if we were to realise the benefits of the group structure. But it was vital that we maintained the local identity of each of the individual associations for customers.
"Now, thanks to the flexibility of the intelligentDesktop and the multi-channel iContact solution, we have one virtual customer contact centre. This ensures that the customer is dealt with quickly and efficiently and the call handler has all the information needed to deal with the call,” he continued.
mplsystems worked closely with Together Housing Group’s Customer Services and IT teams to fine tune the intelligentDesktop and iContact solutions to meet the Group’s specific requirements. A key priority was to ensure that Together Housing also had the skills and expertise needed to customise its contact centre agent desktops on an ongoing basis, while the on premise deployment of the mplsystems’ solutions means that Together Housing can easily migrate to a more unified communications platform strategy utilising Voice over IP at a later date.
About Together Housing:
The Together Housing Group is a leading provider of quality affordable and modern homes for rent across the North of England. The Group was formed in April 2011 following the coming together of three well-established housing groups: Chevin Housing Group (Chevin Housing Association, Harewood Housing Society and Synergy Housing Solutions); Prospect Homes (Twin Valley Homes and Housing Pendle); and Trans-Pennine Housing made up of Pennine Housing 2000 in Calderdale and Sheffield, and Green Vale Homes in Pennine Lancashire. www.togetherhousing.co.uk
mplsystems bring together multi-channel contact centre technology with innovative customer service and sales software. Its intelligent desktops offer a single view of customer activities across the business, helping our clients to resolve queries faster whilst benefiting from more integrated processes, faster deployment and dramatically reduced IT costs.For more information please visit www.mplsystems.co.uk
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