Customers made to feel at home

An IP-enabled contact centre directly linked to 172 other sites is the centrepiece of a strategy designed to transform the experience of 90,000 Glasgow Housing Association (GHA) customers.

A fibre-optic voice and data network, provided by ntl:Telewest Business links the contact centre to GHA’s three main sites, network of satellite offices and landlords. The aim of the convergence is ensuring all customer-facing staff have access to the latest developments relevant to the call, with call routing pushing the request to the relevant staff member, irrespective of their location. 

“At GHA, our vision is to provide consistent, excellent customer service to our tenants and homeowners wherever they are located across the city,” said Nicola Graham, head of IT, Glasgow Housing Association. “Given the size and scope of our operations, this was a major undertaking.  ntl:Telewest Business understood our requirements and created a network that uses advanced technology to successfully improve customer service to all our tenants and homeowners.”

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