We recently announced the investment we had made in new call centre technology. That new system is now in place and we are pleased to announce that it has already made a huge improvement in customer service levels with a reduction in call waiting times, live data to allocate extra resources when needed, and the ability to seamlessly integrate staff working in the office and from home.
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As a reactive plumbing and heating firm, we know the importance of being able to get through to us quickly on the phone. We also acknowledge that our telephone system has been experiencing problems and that it has become unfit for purpose, leading to a lot of frustration for customers and ourselves. That is why we have invested in new technology that will allow us to offer a responsive and streamlined service, whether you're dealing with a call handler in the office or working from home, during continued restrictions.