Nottingham Community Housing Association (NCHA) has hired ntl:Telewest Business to roll out a new voice over IP call system to help it cut costs.
The housing association, which has 10,000 tenants, is the largest locally based provider of housing in the East Midlands.
The new system will support 655 NCHA employees located across eight offices. They will also benefit from faster internet connections.
It combines data, voice calls and access to the internet over a single network, delivering “significant savings”, said the association.
Cost savings and a return on investment are expected in less than 20 months, the association said.
Robert Moorey, NCHA IT manager, said, “For us, IP is the only way forward. Not only will it improve our communication processes with staff and customers, but also save a lot of money. The more we save, the more houses we can build.”
A new IP call centre will handle in-coming customer calls. NCHA tenants will be able to contact any relevant department using a single 0845 number for a low call charge.
At the same time, call centre agents will gain the capacity to handle calls faster, monitor them better, as well as to record them for future reference, which should improve customer service.