Phone enquiries returning to normality through the Customer Experience Team
As more of our housebuilder customers are able to return to work, we are glad to be seeing a steady increase in the amount of phone enquiries coming into our Customer Experience Team.
We have ensured that, throughout the lockdown period, there has always been a member of our team for customers to get in contact with and a call never missed. Our Customer Experience Team, which expanded at the start of 2019, have therefore taken on additional responsibilities to utilize their time when less calls were coming through.
With some staff on furlough leave, the team have enjoyed expanding their daily roles to include tasks such as sales support and call-offs when production first resumed. Andreya Ashwell – Head of Operations – commented: ‘This has given the team exposure to other aspects of the customer journey which they haven’t previously been involved with to such a great extent. They’ve enjoyed the opportunity to develop in new areas as well as to engage with other parts of the business which they wouldn’t previously have had as much to do with.’
We have been monitoring call levels closely to evaluate when more employees can return to the business as demand increases.
In terms of increased call levels, this has tied in with the re-start of production at the beginning of May. Prior to this, call levels were very similar week on week from the start of the lockdown. However from the beginning of May, call levels picked up significantly with the biggest week on week increase occurring between the weeks of 4th and 11th May when we re-started manufacturing across multiple sites.
Week on week increases in call levels have continued and the average daily call rate has more than doubled from what it was at the start of May. This trend has been replicated across other CET activities also where the biggest increase in enquiries and orders has also occurred within the early part of May and continued to steadily rise.
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