Housing association receives award for call centre customer service (From Watford Observer)
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Thrive Homes in Croxley Green Business Park, receives Contact Centre Accreditation from Mpathy Plus
4:30pm Monday 7th January 2013 in News
By Ben Endley, Senior reporter
Three Rivers social housing provider Thrive Homes has received an award for its call centre operations.
The customer service team of seven staff, based at Thrive’s headquarters in Croxley Green Business Park, receive roughly 1,200 calls per week - 81 per cent of which are answered within 20 seconds and 72% of queries are resolved in the first call.
Thrive, which owns and manages 4,100 homes across the district, has been awarded a Contact Centre Accreditation by customer service and contact centre experts Mpathy Plus following an assessment of the operations.
Hamish Cantlay, head of customer services at Thrive, said: "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."
