Rostrvm Solutions has drawn on its vast experience in contact management to address the challenges for the Housing sector posed by Universal Credit. It now offers contact technology which deals specifically with the increasing demands made on businesses like housing associations in areas such as collections and controlling costs.
There is no doubt that Universal Credit will have a massive impact as it’s rolled out, especially with the onus being put on Housing Associations to collect tenants’ rent. Smart organisations are putting technology in place to mitigate its effects and build supportive relationships with their contacts.
Kirklees Neighbourhood Housing (KNH), based in Huddersfield, provides and manages housing services and is using rostrvm successfully in contact with council homes and estates to improve productivity, customer relationships and results.
Its customer service team now benefits from:
- inbound contact management with skills-based routing and queue functionality
- agent support on the desktop, with CallGuide scripting tools and process flow management
- ResourceBroker for task blending
- call recording and retrieval
- real-time and historical management information and analysis tools
- email and SMS blending
- office or home working
Future plans include a full outbound contact system and expansion to the Rent Assist team.
Elizabeth Firth, (Customer Support Manager) at Kirklees Neighbourhood Housing, says ‘There are 18 advisors currently benefitting from using rostrvm services for Inbound and we’re working now on Outbound for collections and reminders. To meet the needs of our customers and those new requirements created by Universal Credit we’re also expanding rostrvm to our Rent Assist team to accommodate evening calls.”