Contact Centre Featured Article

January 17, 2013

Mpathy Plus Honors Thrive Homes with Contact Center Accreditation


Thrive Homes, a social housing provider in the Three Rivers district, has been honored by Mpathy Plus. The operations at the Thrive call center have been awarded with a Contact Center Accreditation from Mpathy Plus.

Thrive’s customer service group comprises of seven employees. The team operates from Thrive’s headquarters in Croxley Green Business Park. The customer service team gets nearly 1,200 calls each week. The team has been successful in answering nearly 81 percent of the calls in less than 20 seconds. Similarly, the majority of the issues are solved by the team in the initial call itself. Only around 28 percent of the issues need a follow up call.

Approximately 4,100 houses across the Three Rivers district in Hertfordshire are owned and supervised by Thrive. Mpathy Plus is a specialist dealing in customer service and contact centers. Mpathy Plus had carried out a thorough evaluation of the call center operations at Thrive before awarding the Contact Center Accreditation.

In a statement, Hamish Cantlay, Head of Customer Services at Thrive Homes said, "This accreditation is great recognition of the hard work the whole team has put in to make sure our working processes are robust and that customers are at the heart of everything we do."

A Board of Management governs the Thrive Homes association. The administration of Thrive Homes is looked after by the Executive Management Team. The organization aims to develop a thriving community where life choices and opportunities exist. Thrive is assisted by its customers, staff and stakeholders in accomplishing this vision.

With an aim to offer best in class quality homes, Thrive is assisting in the development of communities where people will actually love to live. In the past year, the organization has developed service standards that set out the bare minimum standards the customers can anticipate. Thrive also has an office in South Oxhey.   

Mpathy Plus is a management consultant firm. The organization aims to enhance customer service and the customer experience. The organization offers a broad assortment of services across all sectors. The organization’s specialty is in designing organizations and services around the customer.  

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman


Related Contact Center Solutions Articles

    Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

    What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
    11/22/2014

    Aspect Software Declares War in Workforce Optimization Market

    We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
    11/21/2014

    Ozonetel Integrates CloudAgent with Zoho CRM

    A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
    11/21/2014

    LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

    As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
    11/21/2014

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert