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Last updated 31/01/2017

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  • Introduction to connect

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    This article relates to the connect contact centre. If you are looking for information on our online services, please click here

     

    Connect is our award winning contact centre, based at Turner House in Leigh, which is the focal point for contact for customers of Adactus Housing Association, Beech Housing Association and Chorley Community Housing.

    The Adactus Housing Group introduced a pilot contact centre in the autumn of 2009. By January 2010, almost all customer calls were being handled by the team at Turner House. In October 2010, the contact centre was branded as Connect as part of the launch of the connect phone numbers, providing all tenants with a low cost option for getting in touch.

    In June 2011 connect was assessed against and achieved the Customer Contact Association's prestigious Global Standard for contact centres.  Connect has been re-accredited each year since through the CCA's annual audit. In 2015, in recognition of the quality of Connect's work, it was awarded the CCA Global Standard small contact centre of the year. 

  • The connect team

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    The connect team comprises 30 staff. It is headed by Tracey Adu, Group Contact Centre Manager. Tracey celebrated 25 years as an employee of the company in September 2011. She uses all of that experience on a daily basis to manage her team to provide an excellent and always improving call-handling service.

    Lynsey Hooper is the Customer Service Manager and responsible for repairs call handling.  Lynsey joined Adactus as a Customer Service Officer dealing with housing management and repairs in 2009 when the contact centre was opened.

    Nicola Hindley is the Customer Services Manager (CSM) responsible for housing management call handling. Nicola joined Adactus as a Customer Service Officer in 2013 and has experience managing customer services in the travel industry.

    Ceri Walker is the Quality and Improvement Officer, with responsibility for monitoring the quality of the service connect provides and developing training, guidance and other information to support the team in its aim of resolving calls at the first point of contact. Ceri joined connect from CCH where she held management roles in customer services and housing management.

    The connect team includes customer services officers (CSOs), customer service assistants, trainees and two lettings assistants, who provide office support to our Lettings Officers. CSOs work a mixture of duty patterns to ensure calls are handled 8am - 6pm, Monday to Friday.

    Over half of the team have completed the Chartered Institute of Housing Level 2 qualification, providing them with formal training on our industry. All passed, with most achieving merits and distinctions. Some of the team have moved onto the Level 3 qualification, enjoying success at that qualification, too.

  • Call-handling at connect

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    The connect team takes all repairs and housing management calls from customers of AHA, Beech and CCH, with the exception of housing management calls at the Miles Platting PFI, which continue to be handled by the local team based at the estate.

    Customers calling the connect lines are asked to select 1) for a repair call or 2) for a call about any other issue. By splitting calls in this way, CSOs have been able to specialise, which has helped the newer staff become effective in their roles quickly. All established staff are receiving training in order to be able to take both kinds of calls.

    Connect also takes calls to the Turner House switchboard. These are often calls from suppliers, partners and other businesses.

    New CSOs have an induction programme, with a lot of training carried out sitting with an experienced CSO, listening and then being assisted taking calls. CSOs make use of Knowledgebase, which is a query system developed for connect which provides answers to over 100 queries that customers may call with.

    The quality of call-handling is monitored by listening to recordings of a sample of calls. Each call listened to is scored using an assessment sheet developed with a team of tenant mystery shoppers. CSOs receive feedback from this monitoring to help them develop their skills. Connect employs a range of methods for getting feedback from callers about the quality and helpfulness of the service provided, including automated surveys and text questionnaires.

  • Contacts (not just calls)

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    The connect team's primary task is handling in-coming phone calls. Its role is much wider, however. It handles contacts from the company websites and in-coming emails sent to the company address. It has responsibility for responding to contacts by Facebook and Twitter. These channels, as well as text communication, are bound to grow in importance.

    Connect staff make outbound calls to follow-up 'dissatisfied' responses to the automated maintenance service satisfaction questionnaires used by Adactus and also to confirm that people who have registered for housing with Adactus wish to remain registered.

    The connect team is also responsible for administering housing applications, helping prospective customers register for one of the local letting schemes (e.g. Manchester Housing Register, Select Move) and the Adactus housing registration list.

  • Call volumes and performance

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    In 2015/16, connect answered approximately 167,000 calls. Just under 80% of calls were answered within 40 seconds, slightly below the target set for the service. Over 40% of calls were for the housing management team, with around one-third for the repairs call handlers.

    The number of calls handled by connect has reduced. We believe this is because improvements to processes throughout the Group mean that the number of 'chasing up' calls made by customers is falling. The average length of calls has increased as the duties carried out by connect CSOs have broadened: for example, responding to tenants calling about rent arrears.

    During 2015/16, the RFT tracker survey showed that callers find over 75% of calls result in their query being resolved at the first point of contact. Satisfaction with how connect staff deal with queries (drawn from the monthly RFT tracker survey) stands at over 95%.

  • Mystery Shopping

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    Every month, our customers take part in a mystery shopping exercise. Through the Adactus500, customers are able to complete a questionnaire about a call they have made to Connect recently.

    Each month there are 20 places available, and customers can each give feedback once per year.

    Please see the interactive graphic below for our results so far. 

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  • 31/01/2017

    Updated by Suzannah Robinson on 31/01/2017 09:55:23

    Comment: disambiguation added

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    Chapter titled "Introduction to connect" content changed.

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  • 26/09/2016

    Updated by Elesh Makwana on 26/09/2016 10:53:42

    Comment: Updated with 2015/16 info.

    Details: (show)

    Chapter titled "Introduction to connect" content changed.
    Chapter titled "The connect team" content changed.
    Chapter titled "Call volumes and performance" content changed.

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  • 03/03/2016

    Updated by Jon Jackson on 03/03/2016 17:18:13

    Comment: Added mystery shopping chapter, and linked to tableau graphic

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    New Chapter added; title:"Mystery Shopping" image:"" order:"6".

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  • 14/01/2016

    Updated by Sam Ryan on 14/01/2016 14:34:13

    Comment: edited overview

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  • 12/08/2014

    Updated by Chris Smith on 12/08/2014 14:20:29

    Comment: Updated: staffing, responsibilities, volumes and performance figures.

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    Chapter titled "Introduction to connect" content changed.
    Chapter titled "The connect team" content changed.
    Chapter titled "Call-handling at connect" content changed.
    Chapter titled "Contacts (not just calls)" content changed.
    Chapter titled "Call volumes and performance" content changed.

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  • 15/07/2014

    Updated by Athanasios Protopapas on 15/07/2014 11:34:13

    Comment: Updated team details

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    Chapter titled "The connect team" content changed.

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  • 15/01/2014

    Updated by Athanasios Protopapas on 15/01/2014 17:45:02

    Comment: Updated details for the connect team, Customer Service Manager - Repairs.

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    Chapter titled "The connect team" content changed.

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  • 23/09/2013

    Updated by Athanasios Protopapas on 23/09/2013 10:45:35

    Comment: Updated call volumes for 2012/13

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    Chapter titled "Call volumes and performance" content changed.

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  • 22/08/2012

    Updated by Athanasios Protopapas on 22/08/2012 10:05:16

    Comment: Added callconnect and mobileconnect phone numbers to article

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  • 14/06/2012

    Updated by Chris Smith on 14/06/2012 11:53:16

    Comment: Update for 2012/13 - roles, performance data.

    Details: (show)

    Chapter titled "The connect team" content changed.
    Chapter titled "Call-handling at connect" content changed.
    Chapter titled "Contacts (not just calls)" content changed.
    Chapter titled "Call volumes and performance" content changed.

    Look back >