Breyer required a central service for all Out of Hours (OOH) calls received from the thousands of tenants of numerous Housing Associations. We required a consistent, professional approach to urgent and non-urgent calls with Frontline acting as a triage service OOH. The challenge was to ensure that the huge number of properties we service were merged in to one serviceable database,
that every tenant received the help or assistance required, and was provided with a bespoke and compassionate service.
Frontline advised and assisted in the database merger and also advised on best practice procedures for individual call types. Their experience and expertise was invaluable in setting up and managing the entire process.
Due to the nature of the relationship and the enhancements Frontline offered in the service, the call durations have also increased, from 119 seconds to 163. Interestingly these very same improvements have reduced the amount of outbound calls to a 1:1 ratio, previously 1:3.
We now have a service that encompasses over 65,000 properties and responds to approximately 2000 calls per month. We are confident that with the OOH service we have in place and the strong relationship that Frontline promote, we can only go from strength to strength.