Thrive Homes’ resources director, Philip Day, explained to Housing Technology how the Hertfordshire-based housing provider has been awarded the Contact Centre Accreditation by customer service and contact centre experts Mpathy Plus.
Our head office in Watford has seven customer service staff dealing with around 1,200 phone calls per week, with 81 per cent of calls being answered within 20 seconds and 72 per cent of queries being resolved in the first call.
External specialists Mpathy Plus assessed the operational management process of the service centre to check it had the right infrastructure to help it deliver the best possible customer service. It awarded us the Contact Centre Accreditation after a thorough review of our operations, including interviews with key staff and an assessment of our documents and processes against a set checklist.
Martin Jukes, the managing director of Mpathy Plus, said that Thrive Homes had the right system to deliver an excellent service as well as respond to change. He said, “Thrive came through the process with flying colours, and we are pleased to be able to give them the accreditation. It is a forward-looking company with everything in place so they can deliver a great service to people getting in touch with their contact centre.”
Philip Day is the resources director for Thrive Homes.