Enfield Homes

Enfield Homes Increases Customer Service with Mitel IP Solution.

The Company

Enfield Homes is an Arm’s Length Management Organisation (ALMO), set up by Enfield Council in April 2008 to manage its homes and to improve housing services. The organisation is committed to providing high quality, value-for-money services to help build and sustain successful communities.

The Challenge

The management team decided to consolidate seven sites into two, complete with two contact centres - one acting as a switchboard for various back office functions and the other acting as the repairs contact centre. However, the ultimate goal is to merge the two contact centres together and increase productivity and improve customer service.

Business type: Housing Association
Location: UK
Configuration: Mitel Communications Director, Mitel 3300 IP Communications Platform (ICP), Mitel Contact Centre Solution
Website: www.enfieldhomes..org

Customer Needs

• Flexible system to enable future consolidation of contact centres
• Increased customer satisfaction
• Increased functionality for call centre agents
• Improved management software to enable increased productivity

Solution Components

• Mitel Communications Director
• Mitel 3300 IP Communications Director
• Mitel Contact Centre Solution

Results

• IP-based system to accommodate future consolidation
• Increased staff productivity
• In depth reporting for contact centre manager
• First time call resolution

Enfield Homes (PDF 470KB)