How Intelligent Scripting Can Help Merging Housing Associations

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Merging Housing Associations

Each and every housing organisation is faced with similar, if slightly different issues. But each one runs their services somewhat differently. With so many housing organisations now merging to take advantage of economies of scale, a major issue they face is the loss of individual identity. Sometimes even a loss of local knowledge of the issues in the area. This can, and will, cause real apprehension for all involved – residents, staff, managers and board members.

Three Become One

Let us take a common scenario. Three different housing organisations are to be merged together to form one new, large group. This new group plans to have one Customer Contact Centre. The Centre will provide all the first contact services for the whole group. Additionally they are tasked to provide a lean, efficient service for all of the residents they serve. Although this may be very efficient and cost effective, residents will likely worry about the service becoming more remote. How can this large organisation, serving thousands of people over a wide area, possibly understand their issues?  Especially when they are so far removed form their neighbourhood.

Apply some Intelligent Scripting

Keyfax by Omfax is an intelligent scripting system that provides Contact Centre Advisors with detailed guidance. It helps them deliver a truly responsive and personal service and resolve issues at the first point of contact. What is unique and truly exciting about Keyfax is the ability to run multiple scripts side-by-side. This would enable all three organisations in the above example to provide a personal, targeted service to each resident. Additionally, a service that reflects their immediate landlord’s service and takes full account of their personal circumstances. This would also help the new group achieve their economies of scale and increased efficiencies. And better still, without sacrificing the personal service that residents expect from their local housing organisation.

A further exciting feature of Keyfax is that it allows housing organisations to provide services for other organisations. Which is perfect for “Out of Hours” services. Because it works the same way as for the three housing organisations above. Many Keyfax customers have enjoyed so much value in this that they have offered their Contact Centre resources to other organisations. Thereby increasing their revenue.

Keyfax is a powerful tool, increasing advisor satisfaction by equipping and empowering them to deal with every enquiry. It also increases customer satisfaction with a consistent service that strives for first point of call resolution. Additionally it drives down costs with more enquires handled with the same number of staff. It can even expand the range of services that can be provided by the Contact Centre.

Now imagine what it could do for your organisation.



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