Contact Centre Featured Article

October 05, 2009

GHA Improves Customer Service with NTL:Telewest Business

By Anil Sharma


Glasgow Housing Association, a social landlord in the U.K. has reportedly selected an advanced network from ntl:Telewest Business, part of the Virgin Media Group, to improve frontline service for its 90,000 customers.
 
Officials said that the network, which went live in August, provides customers with a single number to call, linked to a new contact centre, as well as arming frontline staff with up-to-date information to answer queries.
 
According to officials, the resilient, high capacity converged voice and data network links GHA’s three central sites, contact centre, network of 57 local housing organization offices and 113 concierge sites within large blocks of flats.
 
 “At GHA, our vision is to provide consistent, excellent customer service to our tenants and homeowners wherever they are located across the city,” said Nicola Graham, head of IT, Glasgow Housing Association, in a statement.
 
Graham said that given the size and scope of the operations, this was a major undertaking.
 
“We needed a partner that had the imagination and capabilities to work with us and improve service delivery. ntl:Telewest Business understood our requirements and created a network that uses advanced technology to successfully improve customer service to all our tenants and homeowners,” Graham said.
 
GHA, in order to deliver on its customer service strategy, was looking for a partner with a full range of relevant communications services. ntl:Telewest Business’ comprehensive portfolio meant it was able to work with GHA to deliver a full solution tailored to its needs that included voice, data and contact centre solutions.
 
“Being able to deliver fast, effective service to tenants and homeowners is at the heart of how housing associations need to operate,” said Lee Hull, head of business markets, Scotland, Northern Ireland and the North East, for ntl:Telewest Business, in a statement.
 
Hull said that by using technology to make it simple to get in contact and empowering front line staff with the information they need to do their job, Glasgow Housing Association is leading the way in this sector and positively improving the lives of its customers, he said.
 
Officials said that ntl:Telewest Business is connecting all GHA’s 173 sites through a Wide Area Network built on its Ethernet VPN and IPVPN products. It has built GHA’s new contact centre using Cisco (News - Alert) IP Telephony technologies and is providing voice and resilient Internet services alongside full support for GHA’s Local Area Networks.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Amy Tierney


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