Why your housing association needs an outsourced customer service team

If you work for a housing association, you will understand how important it is to provide your customers with a high quality of customer service for all their requirements. From maintenance issues to advice regarding benefits your tenants are entitled to and support with legal obligations, a customer service team within a housing association will need to ensure they are equipped to deal with a wide range of calls from customers. Outsourcing your customer service team can be a great way for your housing association to offer customers a round-the-clock service, giving your service users the peace of mind that whenever they need it there’s support available. For some of the key reasons why your housing association needs an outsourced customer service team, read on below.

Unlimited support

As you’ll know working in a housing association, your customers may have queries that they need to be dealt with urgently at any time of the day and night. From maintenance problems that they need a specialist to take care of, to vulnerable users who need to speak to someone for security, whatever the challenge, you want to be able to offer your users a professional, considerate service regardless of the time. By outsourcing your customer service, you’re able to provide your users with a dedicated phone answering service which is available 24/7.

Expert staff

Outsourced customer service representatives are highly trained to deal with a wide range of challenges and problems that can arise. Handling challenging, emotional calls is a specialist skill of outsourced call centre staff who will be able to successfully resolve your customer’s call, no matter how difficult it may be initially.

Focus on your specialism

Your expertise is running a housing association. By outsourcing your customer service team, you’ll be able to focus on the operation of your service and invest the time and energy required to make your housing association the best it can be.

Frontline has been providing expert customer service to clients within housing associations for almost 20 years so that their service users have an expert 24/7/365 helpline that they can trust. Providing your customers with professional, empathetic support when they are at their most vulnerable is our specialism. If you want to discuss how Front Line can work with your housing association, contact us today on 0148 922 2715.