In Touch & Call Centre

Osborne believes that the experience of contacting our customer service team and interacting with our people should match the standards set by the best customer service organisations in any sector. Online technologies and mobile apps are delivering exciting enhancements to the ways that residents can request repairs and provide feedback on our service.

Osborne has invested heavily to develop In Touch. This fully integrated system combines a range of specialist technologies into a flexible and easily configurable contact and tracking system.

Our contact centres combine the best of traditional call centres with cloud-based technology to deliver an integrated system for managing resident communications with a full audit trail. Where repairs are requested online or via our app, the top ten repairs are listed automatically to make the process quicker and easier.

Improving ‘right first time’ repairs and customer satisfaction starts with an accurate diagnosis based on best practice scripts. The right operative and equipment are then allocated to deliver the works. Using a dynamic scheduling system, our CSAs confirm a convenient appointment with the customer instantly.

The end result is repairs completed correctly at the first attempt with minimum inconvenience to residents.