News
Shoreline Boosts its Customer Service with Mpathy Plus
A new multi-channel customer contact centre provided by Shoreline Housing Partnership will deliver top quality customer service to tenants across North East Lincolnshire when it formally opens in Grimsby next week.
The centralised service will help customers with enquiries about repairs, neighbourhoods, rent and general customer queries. The opening is the culmination of a year-long project to re-design and improve the housing association’s service offering.
Shoreline appointed customer service experts Mpathy Plus to develop its customer service strategy and then implement the project to coincide with the opening of the social landlord’s new headquarters.
The work undertaken by mpathy included:
- Overall project management of the design and implementation of the contact centre
- Structural design and role descriptions
- Process mapping the customer interactions and supporting business processes
- Resource planning
- Developing an operations model
- Supporting the selection of new contact centre technology and configuration of the contact centre elements
- Developing an holistic training programme for front line advisors (including operational, technical, business and customer service skills)
- Co-ordinating training delivery in conjunction with Mary Gober International
Shoreline’s Director of Neighbourhood Services Murray Macdonald adds: “Mpathy Plus provided invaluable support and direction to this project. The independent expertise and sector knowledge was evident throughout the process and undoubtedly saved the group time and resources along the way.We are continuing our relationship with Mpathy Plus as they now support us through mentoring our senior customer service management.”
Martin Jukes, Director of Mpathy Plus, says: “We are very proud of the work we have undertaken for Shoreline and are delighted to have helped them be able to deliver an effective and efficient service to their customers. This project is a great example of where we have conducted a review, developed a strategy and implemented it with great success.”
9 September 2008
