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Major Scottish housing group overhauls customer service operations with ntl:Telewest Business
Added: (Tue Aug 15 2006)
· Link Group to deploy bespoke IPVPN network to link sites across Scotland
· ntl:Telewest Business solution enables effective and efficient call handling through dedicated new customer service centre
Socially inclusive housing and support organisation, Link Group, has deployed ntl:Telewest Business’ Advanced Call Connect in its new dedicated contact centre in Falkirk as part of an ongoing programme to improve customer service.
It’s also utilising a national network to link all its offices across Scotland.
The new dedicated contact centre allows customer calls to be managed more efficiently and effectively and staff to access centrally held data from any location via the web. This has been made possible through the deployment of the Advanced Call Connect service, which is accessed using a non-geographic number and gives Link Group complete control over its inbound calls. ntl:Telewest Business has also installed an Internet Protocol Virtual Private Network (IP VPN), which will link its five offices and facilitate flexible working amongst its staff.
For more than 40 years Link Group has been one of Scotland’s major providers of new and improved homes and support services, including affordable houses and flats to rent or buy, supported accommodation and community regeneration.
“We constantly strive to provide the best support we can to our customers,” said Glen Comyns the Link Group’s Information Systems Manager. “The creation of a contact centre dedicated specifically to their needs will mean all calls can be answered swiftly and efficiently from one central location. With the help of ntl:Telewest Business we now have a more solid platform from which we can operate even more effectively and continue to build on our current success. We are already looking into expanding our IP VPN network to enable communication by all mobile users, including 40 housing officers and over 100 support workers across Scotland.”
John Cunningham, Director of Business Markets for ntl:Telewest Business said: “The deployment of our robust network, IP VPN and Advanced Call Connect services will play a key role in enabling the Link Group to provide better, even more efficient customer service and for its staff to work more flexibly. ”
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Notes to Editors
ntl:Telewest Business, part of the UK’s second largest fixed-line telecommunications company, is a leading communications provider to businesses, public sector organisations and service providers in the UK. It delivers a complete portfolio of voice, data and internet solutions nation-wide.
ntl:Telewest Business sales and support teams are located across the UK, in close proximity to our customers, as part of a commitment to deliver superior customer service.
ntl:Telewest Business delivers services over the Group’s £13bn investment in its state-of-the-art infrastructure giving business customers access to the largest alternative network in the UK.
ntl:Telewest Business is trusted to provide critical communications to high profile customers including: Heathrow's Terminal 5, Birmingham City Council, Cambridge County Council and Next.
For further information go to www.business.ntl.com or www.telewest.co.uk/business