In autumn 2023 we started to create one Contact Centre team, to launch by April 2024. The new team is based at our main colleague hub on Kirkstall Road in Leeds and now handles all customer calls. As part of the process, we merged our repairs and customer service advisor teams which means customers now have one point of contact, dealing with all aspects of tenancies.
The first key appointment we made to the new team was our Contact Centre Manager, Helen Thompkins, who joined in December 2023.
"My first aim was to build a brand-new team and deliver an excellent customer service experience to all. I spent the first few months getting to know Leeds Federated, recruiting the new team, training people up and ensuring that “helping people make a home” was our main priority. There have been obstacles along the way, but I'm thrilled that we're now starting to achieve what we set out to." - Helen Thompkins, Contact Centre Manager
The team has grown from 4 to 11 passionate individuals who, as a team, are dedicated to delivering an excellent service. The team also works with colleagues across Leeds Federated to develop their knowledge and get to know customers and their homes.
When the Contact Centre team first launched in April we saw an initial dip in our call answer rate while the new team members attended training. Since then, we've worked hard to address this and are now achieving some excellent results:
| |
CALLS
OFFERED |
CALLS
ANSWERED |
ANSWER
RATE |
| May |
4958 |
2809 |
57% |
| June |
3793 |
2436 |
64% |
| July |
3867 |
3273 |
85% |
|
August
(to mid-month)
|
1920 |
1679 |
87% |
The work of the team isn’t just about taking a call, we know how important the experience is for customers too so it's been great to receive positive customer feedback:
“I am writing to express my sincere gratitude for the professional assistance provided by the Leeds Federated repairs and maintenance team last week. I would like to extend a special thank you to [the Contact Centre] for orchestrating such a swift response. This exemplary service aligns perfectly with the consistently outstanding support I have experienced from Leeds Federated over the past two decades.” - recent Leeds Federated Contact Centre customer