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.  

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Edited by Brooke Neuman

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