TTEC Digital builds a modern CX hub for UK housing residents

Background

Flagship, a leading affordable housing provider in the UK, had a vision to create a Customer Service Hub that put the customer voice at the heart of every interaction. They aimed to deliver a unified system where agents could easily access everything they needed to support residents across all service areas.

To solve challenges like long wait times, high call volumes, and legacy systems that made personalization and operational efficiency difficult, Flagship turned to TTEC Digital to help remove data silos, streamline operations, and build connected customer journeys. Implementing a unified CCaaS and CRM platform was only part of the solution. More importantly, they needed a partner who could help transform how their services operated day to day.

The solution

TTEC Digital began with workshops and operational reviews to map out existing processes, pain points, and gaps in the customer journey. After a technical evaluation, they built a proof of concept that allowed Flagship to test key journeys in a sandbox environment and refine the solution before going live. 

The final implementation focused on a true omnichannel experience and included: 

• Voice, live chat, and email communication channels
• A unified desktop for agents to access all tools in one place
• Intelligent IVR and call routing based on a skills matrix
• Real-time transcription, AI-powered sentiment analysis, and agent assist tools
• Auto case creation and reporting to monitor and manage service demand 

The result

By creating a Customer Hub that unified systems and services, Flagship was able to deliver faster, more effective, and more personalized support. From day one, the results spoke for themselves: 

• 65% improvement in Average Queue Time (AQT)
• 96.3% of calls answered
• 89% of calls answered within 60 seconds
• 20% reduction in Average Handling Time (AHT)
• 39% reduction in After-Call Work (ACW)