or LinkedIn here uk.linkedin.com/pub/tony-smith-bsc-hons-acih/a/979/351/
Last autumn, I attended and chaired, a roundtable event, at St Leger homes Doncaster, organised by Omfax Systems. The session offered an opportunity to discover how leading registered providers are taking different approaches to the ever-changing landscape of customer services in social housing. It was an extremely good event, and a little heated at times. In a good way of course!
As part of that, the 'Your Call' survey has been sent out to more than 1,000 senior customer service professionals across the social housing sector. The brilliant Tina Hilton from OmFax tipped me off this week, that the results are now in.
Omfax director Peter Graddon sums the place the sector is in, very well. In many cases, squeezed by regulation/UC pressures, while struggling with a lot of fragmented & often inadequately integrated systems. It's a very accurate snapshot of the sector, circa Spring 2016.
RSL's received an average of eleven calls per home. The bulk of calls querying existing repairs or tenancy/rent issues. Many of these must be waste or calls, many of which could be satisfied online, as approx 60% of adults access the internet via smartphones.
With 72% of adults having a social media profile, it's disappointing that only 53% of service centres, managed social media enquiries too. I have noticed that Housing Associations often take the view that the comms team need to take care of that. The reality is that the call will just come back to customer services anyway. With 25% of adults with a Twitter account using it to complain, we need to be revising that view IMHO.
Customer Service Centre's seem to getting busier too, and felt even 'more' important. Since you are wondering, calls are up more than 5%. Shouldn't that statistic, with 77% of adults having basic digital skills, be 'internet self service traffic on the increase'?
Well seemingly not. The report picks out something I said at St Leger about why tenants and other customers, are not choosing to interact with us online. Go on your portal and try to find your 'Pay Here' or 'Log Repair' button. If you have to hunt or multiple-click for it, your customers choice will be to pick up the phone, believe me. Do like Amazon, get the 'Bread & Butter stuff right', for goodness sake.
There's plenty more insight in the report, which might help shape a better customer service centre, for the future.
Access the Omfax report here - http://www.omfax.co.uk/pdfs
|Catch me at the next 'Your Call' discussion event, to be held 29th April 2016 in Edinburgh, at Hanover Scotland. It would be great to meet you there!|
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(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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