• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology Main Logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Contact
  • Home
  • Research
  • Magazine
  • Events
  • Awards
  • Recruitment
  • On Demand
Home / Magazine Articles / Enghouse comms at Hastoe Housing

Enghouse comms at Hastoe Housing

Hastoe Housing is now using software from Enghouse Interactive for its contact centre’s operations.

Amanda Harris, head of customer services, Hastoe Housing, said, “We offer a wide range of services to our local communities, and these are managed through a small contact centre of just eight advisors and a portal for online self-service. But our main interactions are by phone so it’s vital to have the right system to ensure calls are handled effectively.

“Also, because our call rate is very dependent on events such as bad weather where we have marked peaks and troughs, we needed a system that could handle a sudden surge of calls. Our previous call-routing system was causing some dissatisfaction and wasn’t robust enough, plus we needed to improve our reporting capabilities.”

Hastoe Housing began looking for a solution that could handle these variations in call numbers, provided clearer statistics for reporting, had a good wallboard so that everyone could see the current situation at a glance and a call-recording system for quality monitoring, coaching and complaint disputes.

Harris said, “We knew that we didn’t want a cloud-only approach because when we tried that in the past, it didn’t work out particularly well. What we were looking for was a solution that was easy-to-manage and run, and that delivered clear and concise updates and reporting.”

Hastoe Housing particularly liked the look and feel of the Enghouse Interactive Communications Centre and this has now been implemented by G3 Comms, alongside the Enghouse Quality Management Suite (QMS).

Harris said, “We had call recording on the previous system, but it was so difficult to access calls, replay them and assess their quality. With QMS, call monitoring has improved dramatically, saving us a day each month.

“In terms of call volumes, we’ve had to try to manage the load across a small team and this has been a challenge, but our customers know this and are usually prepared, within reason, to wait if they know where they are in a queue. That said, our customers are now getting a much better experience; in surveys, they are showing around 96 per cent satisfaction.”

See More On:

  • Vendor: Enghouse Interactive
  • Housing Association: Hastoe Housing
  • Topic: Customer Management
  • Publication Date: 063 - May 2018
  • Type: News

Primary Sidebar

Most Recent Articles

  • Artificial intelligence in housing
  • Mobysoft – Data problems affecting complaints’ handling
  • Data, AI and private-sector strategies
  • Smart repairs & smarter homes
  • From firewalls to fortresses
  • Achieving three quick wins in AI
  • Rebuilding Selwood Housing’s IT infrastructure
  • Are you ready for organisational AI?
  • PIMSS releases AI Document Reader for compliance
  • Calico Homes cuts arrears with RentSense
  • FourNet launches digital transformation index
  • New income recovery software from Voicescape
  • Asprey Assets at YMCA
  • I love spreadsheets…
  • All watched over by machines of loving grace – AI assistants and adult social care
  • The rent revolution – The case for AI-powered payments
  • Unlocking safer living through data
  • Aareon acquires MIS ActiveH
  • Vericon launches MouldSense
  • Back to the future at Housing Technology 2025
  • FireAngel wins Which? Award
  • Maximising income and preventing homelessness
  • Anchoring digital innovation with Plentific
  • Cynon Taf Community Housing gets Housing Insight’s Arrears Manager
  • Tenants, AI & your biggest compliance risk
  • EDITOR’S NOTES – Data, standards & straight-through processing
  • AI as a social housing expert
  • South Yorkshire Housing halves arrears with Mobysoft
  • Bromford Flagship wins Aico’s smart-home competition
  • Putting VIVID’s customers in control of their tenancies

Footer

Housing Technology Main Logo
  • Instagram
  • LinkedIn
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2025 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293