Stock transfer organisation, Bethnal Green and Victoria Park Housing Association had plans for significant changes. They were merging with LABO to form Gateway housing, moving offices, restructuring their staff and setting up a customer contact centre to act as the primary point of contact for customers and other stakeholders. Keen to ensure that they got it “right first time” and that the contact centre would deliver the high level of customer service they aspired to, they looked for a consultant to guide them through the process. Through Campbell Tickell they have used us to validate their vision for the contact centre, prepare a project plan and provide support and advice at each stage of the process.

An essential part of the move towards a centralised contact centre was to develop a “can do” customer service culture within the organisation with each team understanding their part in the process. We therefore ran bespoke training courses for all customer facing staff which raised awareness of the process and set the standards for service delivery. Gateway are looking forward to achieving their vision for enhanced customer service.