Coastline Housing, based in Cornwall, is an independent, not-for-profit housing association, which owns and manages over 4,300 homes. Its contact centre now benefits from a rostrvm solution, which includes:
• Inbound contact handling with intelligent queueing and skills-based, multi-channel ACD.
• An automated outbound dialling system for rental collections and reminders, including outbound voice campaigns to ensure tenants get timely messages, which help them to respond appropriately.
• Integrated text messaging, which can be used for appointment reminders, confirmations and improved tenant engagement.
• Tools to record contact and payment outcomes.
• The ability to analyse data using a configurable management information portal. The rostrvm performance management function ensures real-time visibility of operations and enables the department to tailor reports, use dashboards etc.