A2dominion are a housing association dedicated to providing safe and secure homes in London and Southern England. Whether this be renting as a private tenant, providing social or supported housing, or helping people get a share in their own home. They build and manage the homes, as well as investing in the communities to support the neighbourhoods.
VERSATILE TEAMS TO ACTION IN–COMING AND OUT–GOING CALLS
Ensuring all calls to their out of hours helpline are answered, and that issues are dealt with accordingly, is an essential part of the commitment A2 offer to their tenants. During peak times, especially in the winter months, this can be particularly challenging. This is due to many of their calls being tenants who have urgent repair or maintenance needs.
Many of these problems occur due to external factors, such as bad weather. As there is no way to predict the impact of bad weather on housing (for example a2dominion are likely to have an influx of calls if residents are affected by a storm), these calls need to be handled efficiently and with expertise to ensure that solutions are found. Therefore, their team must be equipped for incoming calls and to take further actions when needed.
USE OF IN–HOUSE SYSTEM AND IVR
A2dominion undertook a thorough procurement exercise which resulted in the appointment of MPL Contact to supply a trusted and expert service that can be relied upon to handle all the out of hours calls.
To ensure the agents are equipped to handle these calls, they depend on the support of systems in-house with comprehensive scripting and business processes embedded to offer the best solution. A2dominion gave MPL Contact secure access to their portal, meaning agents can contact necessary suppliers on behalf of callers to ensure issues are resolved promptly with little effort required from the caller. To further ensure efficiency, MPL Contact implemented an upfront integrated voice response system (IVR) to field and direct calls appropriately. This means that only genuine urgent repairs and maintenance calls are connected to agents, thereby reducing unnecessary cost.
By using MPL Contact, 95% of calls were answered and customer needs were met, whilst ensuring a tight focus on cost.