Through the new call centre solution, Liquid Voice has played a key role in supporting Flagship’s commitment to deliver 100% customer satisfaction.Flagship
Formed in 1998, Flagship Housing Group is a housing association providing over 22,000 homes for customers across East Anglia.
Its purpose is to ‘create places where people want to live’ and it strives to be an exemplary company in the delivery of this ambition.
Driven to ‘get service right, first time’, it has two prime objectives: 100% customer satisfaction and sector leading operational costs.
Flagship is an innovator – for example, it is one of the first in its sector to offer a 24/7, 365 days a year contact centre.
Its existing telephony systems were end of life, creating some reliability problems and deficiencies in functionality. Provision of management information, for example, was quite basic.
David Armstrong, Finance and IT Director of Flagship Housing Group explained: “We were looking at how we best move our telephony forward – both in the call centre and at the rest of our offices. We needed to be able to integrate into a number of different platforms as we moved forward in various areas.”
David continued: “During the tendering process for new systems, we immediately felt we connected with the guys at Liquid Voice – they understood our needs and were committed to delivering a solution tailored to our needs rather than providing something straight out of the box. Their price was competitive too, so we felt they delivered the best value for money.”
“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, the system recognises the number and pops the customer record onto the screen for our agents” David added.
Simon Budd, Flagship’s Head of Customer Experience, explained that customers want to have their calls answered as quickly as possible and to speak to agents at first point of contact who are empowered to deal with their call in its entirety.
“The Liquid Voice system is enabling us to achieve these aims and we have had very positive feedback from customers,”
“It 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, resulting in a more professional service for Flagship’s customers.” reported Simon.
Simon Budd added: ”The Quality Assurance module allows us to listen in to calls for each member of staff.
The calls are easy to find and we can score them and replay them to the member of staff if we feel there
are lessons to be learned. Staff enjoy hearing each other’s calls, critiquing them and effectively selfmanaging their performance.”