News

Checkmate's Realtime Online gives Arena Housing greater visibility

Liverpool based Arena Housing Group, are a housing association that operate over 11,000 homes in areas around the Pennines. As part of their service, they run a call centre providing customer service. This could mean anything from tenants calling to say they have maintenance issues, or for people wanting to pay rent.

The Call centre has recently upgraded to the latest version of CISCO IPCC Express, and the technology partner Virgin Media were looking for a solution to give them dashboard capabilities for the call centre, to help them manage the 4 or 5 call queues they were dealing with on a daily basis.

Checkmate's Realtime Online for CISCO IPCC Express, draws data from all the disparate databases within the business, and publishes it real time to dashboards. The dashboards can be viewed through any IE web browser, meaning that any device connected to the internet can view these dashboards, including mobile phones.

Having realtime statistics on their customer service centre has meant that Arena Housing are now able to effectively manage their agents across call queues to meet demand at different times of the day.

For more about Realtime Online for Call Centers click here