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When Yorkshire Housing replaced its network of estate managers with a centralised call centre, it engaged ITS to create a bespoke training programme that would guarantee a successful transition and a fully qualified team of call handlers.


ITS Training and Apprenticeships




Yorkshire Housing's central team deals with every aspect of estate management, from leaking taps to rent arrears. Call centre operatives are required to have extensive knowledge of all aspects of estate management, and ITS were engaged to tailor a training programme to achieve that.

The training programme was called ‘Making the Difference’ with the core message:

"You ARE Yorkshire Housing, YOU make the difference, you ARE the difference to the customer experience."

A training programme logo was developed and this was incorporated into a new design using the key words Customer, Neighbourhood, Learning, Team and Organisation. A launch event was followed up with customer service and specific knowledge learning events. In addition, a support coaching programme was implemented at the same time as developing internal coaches to keep the message going and induct new employees.

The Outcome

As call handlers developed confidence in their new skills, and as tenants realised how easy it was to get a response from Yorkshire Housing, practically 24/7, they could all see the benefits of the new way of working.

The system has been in place for over five years and it has become the 'norm' for many housing associations, those using it cannot understand how things ever worked a different way!

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