"Family Mosaic decided to join the Top 50 Call Centre program to give us the opportunity to benchmark our new service against the industry and our own sector. The mystery shopping reports will enable us to continually improve the customer service we provide. Family Mosaic actively looks for ways to involve our tenants in our business and their employment as mystery shoppers for this exercise is an added bonus "
Avis Rhodes, Customer Care Manager,
Family Mosaic The Family Mosaic Customer Care Line was launched to our tenants on the 2 January 2009. We take calls from our General Needs tenants and our aim is to maximise our resolution of these calls on a first time basis and provide customer service excellence. The Customer Care Line is central to Family Mosaic Housing Management services and its creation has enabled our field based Housing Officers to be out and about meeting tenants and looking after our estates.
As with most new contact centres, we started with too many calls and not enough staff however, the team building elements we built into our month long induction course, served us well. The centre has it’s own manager and two senior members of staff. The lines are staffed by office based Housing Officers who were employed for their customer service experience and expertise. With the help of our purpose built data base/CRM system they were able to handle Housing Management calls from day one. We currently have fourteen officers on the phones.
The number of seats should double when our ‘soon to be appointed’ repairs contractors launch our new repairs service. This service will be based on the same telephone number as the Customer Care Line and this has been done to provide tenants with easier access to all our services.
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FAMILY MOSAIC
