Case study: East Durham Homes

  • The Specific Requirements: As a large social housing provider, East Durham Homes aims to operate to the highest service standards and recognised that a call recording system could play a key role in improving their quality standards.
East Durham Homes Case Study (Option 2)_Page_1

Gary Lormor, Customer Services Manager at East Durham Homes, was involved from the early stages in the process of identifying the organisation's call recording requirements, highlighting the need for call recording and off-line replay and their advantages over live call monitoring.

From a security and dispute resolution viewpoint, the ambition would be to record all calls into the organisation - over 10,500 each month. However, most of the emphasis in terms of performance improvement would be focussed on the Contact Centre. In addition to Gary Lormor, who devotes half of his time to this operation, the Contact Centre is staffed by Senior Customer Services Advisor, Nicola Lonsdale, eleven full-time equivalent and four parttime customer service advisors.

The Centre deals with a huge variety of calls - anything relating to housing. With over 3,000 people on the waiting list for an East Durham homes property, many of the calls arise from prospective tenants.

Gary commented:"We have always been good at call answering rates but we wanted to ensure we delivered an improved quality of responses.

"One of the aims of introducing a call recording system would be to enable us to focus training on improvement - both additional training for the team and for specific opportunities for individuals to be tutored in providing a better level of service."

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