Telecoms World PLC
Menu
0
0800 043 0800
Menu

CASE STUDY

Homes in Havering is the housing department of Havering Council. There have been consistent yearly increases in numbers on the Council’s Housing Register; as of December 2012 the number of people on the housing list reached around 12,477. The Council provides a full housing advice, information and homelessness service and it is a priority to support people with maintenance issues in their own homes as much as possible.

The challenge

Homes in Havering needed a memorable 0800 Freephone number for their tenants to call and advise of completed or non-completed projects by their maintenance contractors. They wanted to give their contractors a 6-digit job number which identified a particular a project they were working on and required a solution to best manage the results.

Telecoms World Solution

Telecoms World’s call capture platform gives Homes in Havering complete insight to their calls from a single interface. The 6-digit job code can now also be given to tenants who are required to call the automated Freephone number, enter their code and press either 1 or 2 for Yes or No through a unique IVR platform as to whether the job has been completed.

Results

Homes in Havering are delighted with the product that Telecoms World have created for them. Through a bespoke database which compiles the results they receive through the phone capture information, allows them to monitor and manage project completion through an efficient programme.

Customer Requirements

  • Detailed call insight
  • Freephone number
  • IVR

Solution Components

  • In-depth call capture database
  • Memorable 0800 number
  • Online portal access to Call Analytics
  • Professionally recorded Interactive Voice Response