Background

With over 120 staff operating in South East London, Hexagon Housing have been providing quality social housing care and support services to vulnerable client groups for more than 20 years. Managing over 4,000 properties, three independent care homes and dealing with multiple contractors and repair specialists, Hexagon Housing handles over 1,500 inbound calls a week. 

Improving quality of customer service is a key goal for the organisation and is the responsibility of Neil Nasser, Customer Services Manager at Hexagon Housing and coaching developer for the Institute of Customer Service. Having reaped the rewards of call recording technology in the past, Neil developed a business case for it outlining how Hexagon Housing could better meet the needs of residents and help improve rent collections through improved communication and service.

Dealing with tenancy and rent related phone enquiries as well as residential complaints the Customer Service team are targeted with answering 80% of calls within 30 seconds and aiming to resolve 85% of complaints first time round. Call volumes can typically double during localised emergencies, such as flooding, power failures or storms, placing added pressure on the Customer Service Centre to help residents in their hour of need. They needed a call recording system which could help them meet these SLA's under the most demanding of circumstances. 

Solution

After evaluating a number of call recording products and suppliers and undertaking a formal tender process Hexagon Housing selected Business Systems (UK) Ltd as their partner to work with in implementing the Red Box Recorders Quantify product to help meet targets.

Neil commented:

‘’Business Systems approach from start to finish was seamless; they did everything they said they were going to do and were there with us every step of the way. It was also Business System’s reputation in the industry that stood out to us, being well known and respected provided us with a level of comfort that we were in safe hands.”

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