Rostrvm has recently attended the CIH Housing 2018 event in vibrant Manchester and one of the points made in the Tech zone seminars was that, when considering call handling and contact centre software, you need to start the discussion early with potential suppliers.
Many housing sector professionals said that concerns included wanting to improve engagement with tenants and manage arrears more effectively. Both require careful communications handling and a sensitive and compliant approach. There was also the ever-present need to ‘do more with less’ – both in terms of money and general resources.
Start the process of improving your call handling and contact centre by conducting thorough research. This may sound time-consuming but will save a lot of headaches later down the line. It’s vital to talk to all the contact centre team to find out what touchpoints cause the most problems and draw up a list.
At the Housing event we heard that while many people had mapped their customers’ journeys through the contact centre and were noting new functionality and capabilities required, the procurement process itself was slowing down progress – to the detriment of everyone concerned.
It’s vital to contact suppliers for an early-stage discussion – share the information you’ve researched and, if they’re worth their salt, they should have the experience and innovative, flexible product to help you fill in the gaps and tailor a solution.
We are an approved supplier on the G-Cloud list and our agile software works with CRM like MS Dynamics and Salesforce, as well as industry-specific packages and in-house systems.
Suppliers are often constrained by the limitations of their product; we don’t have that problem. Our products overlay existing infrastructure and can be deployed the way your organisation prefers – so we’d love to talk to you – we’ll listen and suggest the best way to meet your organisation’s specific needs now – and in the future.
Call us to find out more on 01483 494690. Email: email@example.com or talk via Web Chat now.