How to optimize a housing and utilities call center

[rumiaktar39]

You can't get through to utility workers - this is approximately the opinion of many residents of Russia. Housing and communal services workers cannot cope with the workload, cannot quickly solve the problem of residents, and management companies are simply losing their authority in the eyes of people. This article is about how to optimize work in order to ensure the comfort business development directors email list of residents, reducing turnover and without increasing the staff.




80% of Russians prefer to call utility workers. At the same time, 82% of residents are dissatisfied with the service. To reduce the number of beeps while waiting for an answer, and to allow employees to focus on helping people rather than routinely dialing numbers, you can connect a CRM system with integrated communication channels.

This can be done through CPaaS. Why not limit yourself to calls if the vast majority of people are used to calling? The fact is that integrating channels into CRM allows you to conduct all dialogues, voice and text, through one window, see the history of messages and requests from the tenant and, accordingly, process their questions faster.

In addition, if people understand that they can contact the management company via messengers and quickly get answers there, then the trend of requests will change. To do this, you can place ads in local media, send information by e-mail, post on social networks, and also on stands in apartment buildings.

The solution will allow the manager to track the number of incoming calls, response time to requests, statistics of resolved problems and other important parameters. Based on the results, it will be possible to analyze the line's operation and make the necessary adjustments to optimize it.

Steps to set up a housing and utilities hotline - from choosing a phone number to training operators
The first step in organizing a housing and utilities hotline is choosing a phone number. It is recommended to use a short number that will be easy for residents to remember. It is also worth paying attention to the possibility of expanding the number in the future if an increase in the operator platform is required. MTS Exolve provides such an opportunity.