Regendafirst welcomed over 40 residents to its first Shared Service Centre Open Day at Regenda House, Bolton.
Steve Blackburn, Head of Regenda Customer Services explains; “The purpose of the Open Day was to provide customers with an insight into how the Shared Service Centre (SSC) works and to obtain feedback on how we can continue to improve our services.”
The residents attended five interactive workshop sessions which allowed customers to describe their experiences or the ‘journey’ they follow, when contacting the SSC for a service:-
· Customer Services workshop
· Repairs Workshop
· Income Generation workshop
· Lettings workshop
· Anti-social behaviour workshop
The residents also listened to some ‘real life’ calls coming into the centre in order to understand how we manage call quality.
In addition, residents got the opportunity to see and test the new RegendaFirst website. And as the day drew to a close, residents were invited to share their thoughts about the day in the Regenda ‘Diary Room’ where some very positive feedback was recorded with many saying it was good to see the centre in action and understand more clearly how it operated.
Steve continued; “The feedback we have received has given us a better understanding of how customers define and experience our services from their own point of view and we have used this information to identify where improvements can be made. We will also use the feedback in reviewing and delivering services that continue to meet the needs of our customers.”
From the Open Day event, residents who attended commented on Regendafirst’s service :
- over 93% of customers said the open day gave them a better understanding of what the SSC does.
- over 86% of customers were satisfied with the overall event.
- Over 90% of customers were satisfied with the workshops.
To view a more indepth report on the Open Day, including our Action Plan on how we will continue to improve our services to you, please click
here
