National Customer Service week roundup

It’s National Customer Service Week (NCSW), and our customer contact centre had a whole host of activities happening throughout the week to recognise the importance of great customer service.

One of the main aims of the week was to give the contact centre advisors the opportunity to meet with colleagues and find out more about their roles and responsibilities. Members of the team took the opportunity to shadow colleagues in development, housing and neighbourhoods, income, sales and marketing, and governance to get a better insight into their roles and the services they offer.

We also had a leadership ‘takeover’ of the customer service centre on Wednesday – with Catalyst’s CEO, Ian McDermott, and our executive management team all taking turns to do an hour’s shift on the phones with customers. We hope you felt the service was up to the usual standard of our brilliant customer contact advisors during this time!

As much as the focus of the week was to develop customer service skills through building relationships and nurturing collaboration between teams, we also wanted to recognise and celebrate the continuous hard work of our contact centre colleagues. With this in mind, we ended the week with a series of fun team exercises, where members of the team were presented with awards their consistency and commitment to great customer service. Congratulations to Mina, Vinesh, Joshua, Lauren, Naomi and Kimberly.

Did you know?

The customer contact centre handles 650 calls a day, lasting an average of six minutes each, and answers nearly 200 emails.  All our advisors are trained to deal with all queries, from rent arrears to tenancy management, and work in shifts to make sure the phones are covered from 8am-5pm.