Press release
Major Scottish housing group overhauls customer service
- 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 IPVPN (Internet Protocol
Virtual Private Network), 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 IPVPN
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, IPVPN 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.”
About ntl:Telewest Business
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
and Cambridgeshire County Council.
ntl:Telewest Business press contacts: