Adactus Housing Association has signed a three-year contract with mplcontact for a new out of hours call centre service for tenant queries, repairs and emergencies as well as for lone worker support.
The new overnight and weekend service is underpinned by mplcontact’s network of six fully-staffed UK call centres. The technology, training and call centre network mean the service can be provided consistently through bureau agents, as opposed to one dedicated team, to ensure callers always receive the same quality of response at any time of day.
Adactus’s own business processes have been integrated into mplcontact’s call handling application so that mplcontact’s agents can handle all job requests and updates to tenant, property and service engineer details. As well as tenants’ urgent repair requests, mplcontact’s agents handle calls regarding planned maintenance, anti-social behaviour, homelessness and major incidents including severe weather incidents. The system is also designed to handle calls from the public, council officials and the emergency services.
Chris Smith, operations director for corporate services, Adactus Housing Group, said, “The feedback from our customers, staff and field engineers is that everyone is delighted with the mplcontact service. We received 50 complaints last year about our out of hours service, but with mplcontact working for us, complaints have dropped to zero.”