Saving Citizens 100,000 Hours of Potential ‘On Hold’ Time Per Year

Discover the progress that Your Homes Newcastle have made in their contact centre transformation, realising significant savings and operational efficiencies; all without new technology and staff.

Data-led Contact Centre Transformation

Your Homes Newcastle (YHN) embarked on a contact centre transformation journey to improve customer experience and optimise existing resources. The project, executed in collaboration with FourNet, focused on refining internal processes and workforce management rather than implementing new technology. By conducting a comprehensive Customer Experience Data Diagnostic, YHN identified inefficiencies in call handling and workforce scheduling. Solutions included streamlining call routing, reducing average wait times, and centralising workforce management data. This approach led to significant improvements in call answer rates, cost efficiency, and overall customer satisfaction.

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Key Results