Call centre will streamline housing repairs

Posted on February 1st, by editor in Caring Times. No Comments

Oxford City Council has chosen Macfarlane Telesystems to help it change the way that over 9,000 Council tenants and leaseholders request housing repairs. In a deal worth more than £50,000, Oxford City Council¹s repairs unit ­ Oxford Building Solutions ­ has established a 10-agent contact centre. The call centre is said to form a critical part of a relaunch of the housing repairs service which saw six local housing offices’ repairs function consolidated into one location where operators are now situated in the same building as the people who carry out the repairs. Macfarlane supplied its CallPlus Contact Centre System which Macfarlane says offers a range of customer service facilities from intelligent routing and queuing, call recording, IVR, a management information system (MIS) and integration to existing software applications. Tenants and leaseholders will continue to use the existing out of hours emergency freephone number which connects straight to Macfarlane¹s CallPlus system where an operator servi

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