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About the City and Guilds Certificate
Customer Service Centres are a popular model for delivering housing repairs services to tenants - but how do you set up a call centre that delivers the service standards that your residents want and keeps your employees happy?
This one-day seminar will look at examples of good practice in operating effective contact centres. You will have the opportunity to hear about different types of contact centres, and hear about the key attributes of the best examples.
Key topics:
- what works better - generic or repairs specific?
- what works better - one central office or local housing offices?
- how to develop soft skills to complement the investment in technology
- achieving, and maintaining, a good customer focus
- how to keep staff motivated - team building, coaching and mentoring
- setting and achieving performance targets
- how do you know when you are getting it right? - KLOEs, benchmarking
- the key elements of a successful operation
- access routes to repairs - alternatives to telephones, options for older/disabled users, etc.
- alternatives to the contact centre - what other models are people using?
Designed for:
This seminar is designed for senior staff from housing associations, local authorities, ALMOs and contractors who are planning or currently operating a contact centre that deals with repairs.
It will also be especially beneficial to managers and team leaders responsible for the day-to-day management of contact centres.
