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Consistency of service across all channels

Jan 1 2012

Residents have the option of approaching their housing organisations in three different ways: in person, via phone, or more recently, via the internet. By making a journey to the local housing organisation, a resident will get a face-to-face response to their issue. A customer service representative, prompted by their knowledge of the situation and information on their computer screen, will be able to tend to the resident’s needs. This is the best option for some. However, high numbers of people looking for appointments can mean a long waiting time. A resident can also call a contact centre directly, likely reducing waiting time as there are many agents available to help, all of whom are also prompted by a screen with live interaction relevant to, and throughout, the call. Lastly, and more recently, residents can be encouraged to use the internet to answer their questions, where online tutorials and interactive systems can often answer a resident’s question without them having to wait, as with the other two options.

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