New Charter Group won the Contact Centre of the Year and Best Use of Technology awards at the recent annual North-West Contact Centre Awards, based on the housing provider’s implementation of BancTec’s CaseVision CRM system.
Designed for managing high volume, complex business processes, CaseVision enables New Charter to resolve tenant enquiries more effectively and achieve higher rates for ‘first-time fixes’. The system captures information from multiple channels and sources, including telephony, mobile and electronic documents, as well as providing access to tenant data from other parts of the business.
The housing provider’s customer service staff can now get an immediate view of the complete history of every tenant, and the integration between CaseVision and New Charter’s existing housing management system means that they can do so without needing to input the same information again.
Christine Amyes, executive director of people, New Charter Group, said, “The contact that we have with our tenants is very important to us, so to be voted the best contact centre in the North West reflects our emphasis on delivering a great service. The development of our CRM system with BancTec has played a key part in making this achievement possible.”
For New Charter’s wider business operations, the introduction of CaseVision is part of a two-year change programme for its front-line customer services. This programme, including the creation of a single contact centre product called ‘Connect, has led to significant reductions in call volumes and improvements in tenant satisfaction with telephone services.