Sheffield Homes Call Centre is European Finalist in Worldwide Customer Service Awards Scheme

A Sheffield based call centre run by housing management organisation Sheffield Homes been announced as the only UK finalist in the ‘Best Small Contact Centre’ category in the prestigious Contact Centre World awards.

 

Sheffield Homes impressed judges with the quality of services offered by the two city based call centres, resulting in shortlisting alongside corporate giants including Hewlett Packard, Vodafone and FedEx. If Sheffield Homes win the award for the Europe/Middle East and Africa region, they will go through to the world finals for a chance to win the title of ‘World’s Best Small Contact Centre’!

 

Sheffield Homes runs two contact centres, one in the North of the city and one in the South, to provide a first point of contact for housing related queries for council tenants. Judges for the Contact Centre World awards were impressed by the levels of customer satisfaction offered by Sheffield Homes call centres – 92% overall customer satisfaction and 91% of calls answered within 20 seconds. *

 

The award bid also demonstrated Sheffield Homes’ commitment to offering jobs to local people, providing an excellent training scheme and opportunities for promotion. Around 20% of Sheffield Homes’ Customer Service Assistants go on to be promoted quickly to Housing Officers, demonstrating a clear career path through the company. 

 

Simon Richards, Assistant Director for Business Development at Sheffield Homes, said; “It’s a real honour for Sheffield Homes to be a finalist in these awards. Our staff work really hard to deliver excellent service to our customers and we are constantly looking at ways to improve.

 

“There used to be hundreds of public numbers in use for housing queries which was confusing for customers. We implemented the call centre system in 2006 offering just two numbers and it has meant we can deliver consistently high levels of service citywide. It is good to see this progress recognised and we all have our fingers crossed that we can win the regional award”.