We will be introducing Interactive Voice Response (IVR) - a telephone system that automates calls - from Tuesday 22 November 2011.
By using IVR some enquiries can be answered without the need to speak to a customer service officer. The system does this 24 hours a day.
The purpose is to reduce call waiting times channelling customers to the appropriate area to deal with their enquiry as quickly as possible and in cases where it is not necessary to speak to a Customer Service Officer to deal with the enquiry.
This is more efficient for and these systems are widely used by many customer service organisations.
We are aware landlords raised some issues with the previous system and have addressed some of these concerns with this new system.
Landlords will be the first option on the main menu allowing them to enter into the landlord options straight away.
- Some wording believed to be unnecessary has been removed making the process quicker.
- During the day - we have removed the information about tenants being in arrears, or unable to pay their rent. Instead landlords will be directed straight to a Customer Service Officer.
- During the day – information about payment dates has been brought forward to reflect the volume of calls we receive about these.
- It is possible to interrupt the options and make your selection quickly once you are familiar with the system.
- The IVR will manage calls better meaning that overall waiting times will reduce.