Through their new state of the art multi- channel contact centre staff are now able to deal with enquiries first time, every time through a single interface allowing them to resolve customer enquiries quicker.
The event which was held at Regenda's new headquarters in Horwich near Bolton, was attended by over 30 guests from Housing Associations throughout the country. Ian Ward Head of ICT gave delegates an overview of the business issues faced by Regenda to improve customer service delivery, and how these issues were overcome through their new Cisco contact centre.
""We are improving the ways customers can contact us, so they will still be able to ring, write and visit us in person but they have new ways to contact us –through email and text messaging. We have put in better technology to help us deal with the volume of enquiries, making sure that all enquiries get directed to a staff member best able to deal with that enquiry" Steve Newsham Customer Service Manager Regenda Housing Group
Steve Newsham Customer Service Manager for Regenda also explained their RegendaFirst service, in which 36 Customer Service Agents (CSA's) are at the heart of the newly launched service to improve customer satisfaction and deal with enquiries more efficiently.
Guests were also given a guided tour of the Shared Service Centre and were able to see for themselves how the RegendaFirst team were dealing with live enquiries and the performance of the team through the live reporting system.
Ian Ward Head of ICT, Regenda Housing Group commented on the new solution "The Customer Service Advisors (CSA's) will now deal with enquiries first time, every time to avoid being passed around to a variety of different members of staff. This now means the CSA's can offer a one stop shop service, dealing with a wide range of enquiries from housing management, debt advice and advice on antisocial behaviour to maintenance requests"
Chris Key, Sales Director, Voyager Networks comments "This has been our most successful event to date, with a 100% attendance. The day itself was thoroughly enjoyable, everybody was very interested in the RegendaFirst project and the solution we had implemented. Since the event we have had very positive feedback from everyone who attended. The success of this event is testament to our focus of delivering leading edge solutions, that meet a diverse range of customer needs that allow their organisations to grow through the adoption of new exciting technologies. Our thanks to Regenda particularly Ian and Steve for all their support"
ENDS. Ref PR040
|
|
Latest News 
