As a reactive plumbing and heating company, being able to contact us in an emergency is paramount. While many end users contact us via their insurer originally, they still need to be able to get in touch for updates (for example, where jobs require parts or revisits) and our insurer clients also need to be able to speak to us on the phone in a timely manner.
We have been experiencing some issues with our phone system for a little while now and this has been a major source of frustration for our staff, for customers, and for our insurer clients. We recognised several months ago that it wasn’t fit for purpose and have been planning an appropriate replacement for a while. However, the covid-19 pandemic disrupted our plans while we focused on creating safe working protocols for staff and customers.
Finally, after several months, we are pleased to report that all the hard work planning the new system has paid off and state-of-the-art call centre technology is now in place. This is a major investment in our systems but, being such a core part of our offering, one that was very important to implement.
The new system is helping us in the following areas:
Most importantly, call waiting times have been vastly reduced. We’re also providing more information to those waiting, with the system advising on position in queue and estimated waiting time. This enables customers to make an informed decision on whether to continue to hold during busy times or try later (one of the common reasons for missed calls).
In short, the new system has created huge improvements in efficiency, accuracy, and service levels. Our staff have been amazing, getting to grips with the system really quickly and making implementation a smooth process. We have introduced an Employee of the Month scheme for our call centre staff, based in part on performance indicators from the system. This will allow us to recognise and reward staff for their hard work and dedication.
Ultimately, of course, better service for end users means better service for our insurer clients and that is something that we continuously strive for.
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