Wakefield and District Housing has just spent £450,000 on improving its call centre with a system from Calyx to increase the speed and efficiency with which tenants’ queries are handled.
Lee Sugden, IT services director, Wakefield and District Housing, said, “Our existing call centre could do the job, but the costs had become prohibitive, and it was using budget that would be better spent elsewhere.”
Calyx recommended that WDH should install a Mitel IP telephony system, due to the flexibility and cost savings that the system would offer. Sugden said, “The system has made a huge difference. For example, each member of staff has one number that reaches both their mobile and landline. It means that call routing is more efficient and queries get dealt with quickly and by the right person. This is so important to our callers as they are often calling with emergencies or are waiting for tradesmen to arrive to fix their plumbing.”
The Calyx system, which has 1300 users at WDH, supports flexible working, allowing users to work at any of WDH’s offices or work from home. The system also provides scheduled reporting, allowing WDH to refine and improve its processes to improve tenant services. Additional functions, such as multimedia, are expected to be added to the contact centre over the next few months.