Wigan and Leigh call centre gains industry standard

Wigan and Leigh Housing has achieved the Call Centre Association Standard for Best Practice.
The housing ALMO’s centre in Leigh serves nearly 24,000 council tenants and a recent poll of 1,800 customers resulted in a satisfaction rating of nearly 99%.
The Standard is awarded to contact centres that conform to a rigorous set of criteria, and that achieve consistently high levels of customer satisfaction.
Since its launch in 2000, over 100 companies have met the requirements for accreditation.
Wigan and Leigh Housing are using the standard to provide a
framework within which expectations of efficiency and customer service can be fulfilled.
Peter Gee, Chief Executive of Wigan and Leigh Housing, said:
“A great deal of planning went into setting up the contact centre. In fact, our tenants and customers were closely involved in shaping the ‘Better Homes on Call’ service to meet their needs.
“Staff are now dealing with over 15,000 calls every month so it’s pleasing that most of our customers think that we are getting the service right. We are delighted that the service has been awarded this independent accreditation that shows we are delivering a quality service to our tenants and customers.
Robin Ridgley, Contact Centre Manager said:”I am extremely proud of all of my staff in the contact centre. During the
assessment they demonstrated their commitment to delivering a quality service to our tenants and customers and also showed that the contact centre is a rewarding and enjoyable place to work.”