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| “It was a pleasure doing business with your
company and your people.” - Jim Wearden, IS Manager, WHG | | | | Walsall Housing Group is run by non-profit making
companies providing good quality, affordable housing for the local
communities in Walsall. Established in March 2003 as a result of a
transfer from Walsall Metropolitan Borough Council, WHG have around
20,700 homes located over five local trust areas. They receive calls
and requests from over 30,000 people a year needing help with their
housing. | | | Walsall Housing Group wanted to overhaul their
call centre and Data Centre capabilities. Both were critical for the
ongoing success of the organisation and to help provide the highest
standards of customer service. | The Data Centre - After weeks of planning END2END delivered a future-proof, safe,
effective Data Centre on time to specification and with all planning
approvals in place.
The Call Centre- Productivity has been improved by carefully planning out the limited space.
A ‘rest’ area for call centre staff was introduced to give them
somewhere to escape after stressful calls. Acoustics, desk space and
layout were all carefully considered to maximise space and allow
privacy for call staff and their callers. Now 99% of calls are
answered first time.
See new Data Centre and Call
Centre Build
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