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CCH Improves Customer Service with New Contact Centre
1. PERFORM
BETTER
Charter Community Housing Ltd
(CCH) is a not for profit registered
social landlord that provides
quality housing and services to
residents in the community.
Charter was formed from the
Housing Department of Cherwell
District Council following a large
scale voluntary transfer of the
Council’s housing stock in March
2004 and currently manages
around 3500 properties in north
Oxfordshire within the boundaries
of the Cherwell district.
“ Right from the beginning of
the project we were impressed
with Voyager’s attitude.
They took time to listen to us
and work with us to design a
solution that would meet our
needs now and provide the
framework for expansion in
the future.”
Gerry Hodge, Charter’s
Corporate Services Manager
Contact Centre Solution
Charter Community Housing.
Case Study
2. Priding themselves on being customer-focussed,
performance orientated and dedicated to the
people they provide homes and services to.
Charter Community Housing took the strategic
decision to become part of the Sanctuary Housing
Group in August 2007. Sanctuary is a nationwide
housing group which manage over 70,000 homes
across England and Scotland.
PERFORM
BETTER
Voyager Networks and Phoenix Software were chosen
by Charter Community Housing in June 2007 to
provide the IT and Communications systems required
for Charter’s relocation to new purpose built premises
in Adderbury, Oxfordshire.
Charter Drivers for Change
As with most housing stock transfers, CCH needed a
complete IT solution to separate themselves from the
existingcouncilsystemsandcreateastandalonenetwork
at their new officesite.Bydoingso,CCHwerelooking
tobring all of their operational bases onto a single site
with the objective of gaining greater efficiencies and
further improvements in service provision.
CCH were faced with migrating all of their existing IT
systems from their Bodicote office in Banbury to their
new site. The two main objectives of the project for
CCH were to:-
n Move to the new premises with the least
practical disruption to the organisation or
its tenants.
n Provide a flexible, scalable network allowing
Charter to expand and take advantage of
new IT technologies as they grow.
Having recently acquired CCH, an important element
for the Sanctuary Housing Group is to ensure that
service levels and procedures are standardised as they
acquire or merge with other housing associations. As
part of the Charter requirement, it was essential that
the entire network infrastructure and customer service
capabilities improved to ensure their tenants would
have the same, high levels of service that are operated
across the rest of the Sanctuary Group organisation.
Charter Summary of Requirements
Charter required a solution that provided a single
integrated voice and data network for use across the
entire organisation. The new system wouldneedtobe
installedintheirnewcorporate office in Adderbury. As
well as the voice and data requirements, Charter also
required contact centre functionality for 5 customer
service representatives, which has since been
upgraded to 10 seats utilising a dedicated server.
“Rightfromthebeginningoftheprojectwewere
impressedwithVoyager’sattitude.Theytooktimeto
listentousandworkwithustodesignasolutionthat
wouldmeetourneedsnowandprovidetheframework
forexpansioninthefuture.”
Said Gerry Hodge, Charter’s Corporate Services
Manager and Project Manager for this project.
3. Case Study. Charter Community Housing | Contact Centre Solution
Continue
Overleaf >
“The system allows callers to
be directed to the right people
that can help them at the first
point of contact which enables
us to retain our high levels of
customer satisfaction”
comments Gerry.
Voyager designed its solution after consultation with
Charter’s ICT and customer services team andput
forwardaCiscoUnifiedCommunications solution,
with over 100 IP Phone users at their new site in
Adderbury. Voyager provided Charter with the
following components:-
n Cisco Local Area Network supporting 144 Users
n Cisco CallManager supporting over 100
Cisco IP Phones
n Cisco Unity Connection for voicemail
n 5 seat Cisco contact centre initially, recently
increased to 10 Seats
n Internet access and security
n Installation of PSTN connection to BT
n Installation of Windows 2003 & Citrix system
(Phoenix Software)
n Support and maintenance
n End user training
As part of the contact centre solution, customer service
representative now use the Cisco Agent Desktop
application to perform the customer interaction function.
Charter’s customer service representatives can now log
in, handle all calls presented to them, and perform all
contact center functions using this interface.
Having previously been involved with a number of other
housing stock transfer projects, Voyager outlined the
experience and expertise they had in delivering similar
solutions and were able to work alongside Charter to
design the best solution for them and their customers.
Gerry comments further “AlloftheVoyager
representativesthatwedealtwithtookprideintheir
workandtheirwasacleardesiretoensurethatthe
solutiontheychoseforuswastherightoneandthatit
wouldbedeliveredontimeandtobudget.Evenwhen
thingsgotverytechnical,theytooktimetoexplainina
languagethatweunderstood!”
The project was managed using the Prince II
methodology and Voyager took complete ownership
of all third parities, allowing Charter’s ICT team to
concentrate on other aspects of their business, safe in
the knowledge Voyager were delivering this project.
“Theimplementationwascompletedontimeandina
professionalmanner–therightdegreeofhandholding
andsupportwasalwaysavailable”commented Avril
Burrows – Charter’s Customer Service Manager.
“Throughouttheproject,VoyagerandPhoenixmet
regularlywithustomonitorandreportonprogressand
workthroughanyissuesthatarose–atallstagesofthe
projectweknewexactlywherewewereat, whichinturn
allowedaccuratebudgetmonitoringandinternal
reportingtotheManagementBoard”.Said Gerry
Case Study | Contact Centre Solution
Charter Community Housing.