Hexagon Housing unlock the potential of call recording and put residents first

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:

Prior to implementing the Red Box Recorders call recording system, Hexagon were live monitoring calls which was a time consuming and demanding process, taking up to 22 hours per month and proving difficult to uncover the key insights they were seeking. Following installation of their call recording system, Hexagon Housing can now pick up on any inconsistency in calls patterns such as call duration and use this as a means to pinpoint the calls worth listening to as well as adding notes or tags to flag specific calls for future reference. This now forms a crucial part of an ongoing programme to coach staff on how best to resolve customer issues quickly and to their satisfaction.

The system is also used to protect staff by helping to resolve disputes and more recently has helped highlight where repair contractors were underperforming and failing to turn up for appointments. The Housing Association is effectively able to provide evidence of this through call recordings and escalate to the necessary levels to ensure the needs of their residents come first.

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