Setting the standard in customer service

Published by kerri smith for Thrive Homes in Housing and also in Communities

Hertfordshire-based housing provider Thrive Homes has been given top marks for how its busy customer service centre is managed.

Thrive Homes, a not-for-profit housing association which owns and manages more than 4,100 homes across the Three Rivers district, has been awarded Contact Centre Accreditation by customer service and contact centre experts, Mpathy Plus.

Thrive’s head office in Croxley Green Business Park, Watford, has seven customer service staff dealing with around 1,200 phone calls per week, with 81% being answered within 20 seconds and 72% of queries being resolved in the first call.

External specialist Mpathy Plus assessed the operational management process of the customer service centre to check it had the right infrastructure to help it deliver the best possible customer service.

It awarded it with the Contact Centre Accreditation after a thorough review of the operation, including interviews with key staff and an assessment of documents and processes in place against a set checklist.

Martin Jukes, Managing Director of Mpathy Plus, said the accreditation award showed Thrive had the right system in place to enable the delivery of an excellent service, as well as respond to change.

He said: “Thrive came through the process with flying colours, and we are pleased to be able to give them accreditation. They are a forward-looking company with everything in place so they can deliver a great service to people getting in touch with their contact centre.”

Hamish Cantlay, Head of Customer Services at Thrive, added: “This accreditation is great recognition of the hard work the whole team has put in to make sure our working processes are robust and that customers are at the heart of everything we do.”