Senior Specialist - Customer Services at Your Homes Newcastle
Rob Clark
Learn about the progress in Your Homes Newcastle’s (YHN) contact centre transformation journey from Senior Customer Services Specialist, Rob Clark and members of the FourNet team which has resulted in significant cost avoidance and improved tenant experience.
Gain insight on how YHN manages over 600,000 interactions per year with budgetary constraints and increasing demands, working with FourNet to deliver measurable results and success across the call centre.
Over the past months, FourNet has been working closely with YHN to transform its contact centre performance. With rising demand, limited resources, and a complex customer support process, YHN’s contact centre was under immense pressure. To meet demand, Initial forecasts from YHN estimated they would need to grow their workforce by 25 full-time staff. However, FourNet has been able to help YHN to improve performance and contact centre targets (see figures below) and realise cost avoidances without onboarding any new staff.
This webinar was hosted alongside Rob Clark, Senior Customer Services Specialist at YHN who discussed how YHN have been through the Optimise phase of their contact centre transformation with FourNet. The webinar covers the data diagnostic process, service design, and workforce planning optimisation that have helped optimise their contact centre and look at the future stages of their transformation roadmap.
You will also learn why and how you need to optimise your processes before implementing new technology and our phased transformation methodology and self funding investment strategy.
Outcomes Achieved in a Short Time
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The Speakers
Senior Specialist - Customer Services at Your Homes Newcastle
Rob Clark
Senior Specialist - Customer Services at Your Homes Newcastle
Rob Clark
Group Consulting Director at FourNet
Alan Linter
Group Consulting Director at FourNet
Alan Linter
Housing Specialist
James Rowell
Housing Specialist
James Rowell
Director of Customer Experience
Oliver Bareham
Director of Customer Experience
Oliver Bareham