Flagship has two prime objectives – 100% customer satisfaction and lowest in sector operational costs.
Flagship is one of the first in its sector to offer a 24/7, 365 days a year call centre.
David Armstrong, Finance and IT Director of Flagship Housing Group explained: “We needed to be able to integrate into a number of different platforms as we moved forward in various areas.
“Absolutely critical to our technology leadership was Liquid Voice’s ability to integrate with our customer relationship management system.
“Now, when the customer rings in, it recognises the number and pops the customer record onto the screen for our agents – so they can tailor the call to any specific needs of the particular customer.”
Simon Budd, Flagship’s Head of Customer Experience explained that customers want to have their calls answered as quickly as possible and speak to agents at first point of contact who are empowered to deal with their call in its entirety.
“The Liquid Voice system reduces call time lengths which saves time and money which we can invest in other areas for the benefit of our customers. It allows us to deal with calls much more quickly and effectively and provides a more professional service for Flagship’s customers.”