Cisco Contact Centre helps Charter Housing improve customer Service
Charter Community Housing Ltd (CCH) is a not for profit registered social landlord that provides quality housing and services to residents in the community. Voyager Networks deployed a Cisco Contact Centre to assist Charter in achieving their customer service targets.
Challenge – Separating from Existing Council
As with most housing stock transfers, CCH needed a complete IT solution to separate themselves from the existing council systems and create a standalone network at their new office site. By doing so, CCH were looking to bring all of their operational bases onto a single site with the objective of gaining greater efficiencies and further improvements in service provision.
- Solution Provided – Cisco Contact Centre
- Vertical Market – Housing Sector
Solution – Cisco Contact Centre
Voyager Voyager designed its solution after consultation with Charter’s ICT and customer services team and put forward a Cisco Unified Communications solution, with over 100 IP Phone users at their new site in Adderbury. The solution included Cisco Local Area Network (LAN)Cisco Unity Connection, Cisco contact centre initially, Installation of PSTN connection to BT, Support and maintenance and End User Training.
Benefits – Cisco Contact Centre
- Flexible working for staff - Home & remote workers can operate as they do in the office.
- Improved Customer Service – through first call resolution.
- Reduced costs – from inter-site calls.
- Better reporting - able to monitor & report on all aspects of customers front end experience.
- Reduced call waiting times.
“Right from the beginning of the project we were impressed with Voyager’s attitude. They took time to listen to us and work with us to design a solution that would meet our needs now and provide the framework for expansion in the future” - Gerry Hodge, Corporate Services Manager – Charter Community Housing
