Referencing service HomeLet has had its call centre ranked 13th in the UK.
The rankings, by Callcentre.co.uk, use genuine customers to carry out mystery shopping calls.
HomeLet’s call centre in Lincoln city centre employs 110 people. Staff handle around 1,500 enquiries daily from tenants, letting agents and landlords using the company’s industry leading tenant referencing service.
All calls are answered within 45 seconds, and all are answered within the UK.
Despite the speed of response, incentives linked to the speed of handling calls have been dropped in favour of rewards tailored to reflect customer service.
Staff are trained to give their full name to all customers and to take the time to ensure that all queries are thoroughly answered.
Unusually for a contact centre, many of the staff taking calls are tenured employees who have worked in other areas of the business.
Andy Wallace, HomeLet’s director of operations, said: “HomeLet is very proud of the service that it offers to letting agents, landlords and to tenants.
“The company has invested significantly its people through training to ensure that we provide a prompt, friendly and efficient response to queries.
“We believe that this, coupled with, our innovative incentives package allows the customer to feel important and this is at the core of everything we do.”
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