Response

Customer Care for the 21st Century

After considering how best to serve our growing number of customers in the future, we decided to throw away the rule book, take a radical approach and create an entirely new business unit dedicated wholly to providing efficient call management and customer service.

The innovative thinking that went into Response put the AmicusHorizon Group ahead of its time in the delivery of customer care. The concept of an integrated and seamless call management system, along with a  comprehensive  alarm monitoring system, remains a vision for others but is a fully functioning reality to us.

Response was set up to run the Group's Customer Service Centre, and it now handles more than 50,000 calls each month. The centre brings together the highest levels of technology and customer service to provide fast, professional and efficient service. It is available 24 hours a day, 365 days a year, reflecting our belief that quality customer service should not stop out of office hours. The centre resolves up to 80 per cent of callers' queries or requests at the first point of contact.

To achieve this took significant investment in time and resources. We developed an integrated telephone and housing management system using cutting edge technology.  In addition we also established an Out of Hours service, monitoring of community alarms and alarm systems in sheltered housing schemes, and monitoring of lone workers. Our pioneering services are available to housing associations, local authorities, charities and commercial organisations. Other organisations can also benefit from our expertise and experiences in this dynamic project through our consultancy workshops.

The concept of Response has worked. It has brought increased satisfaction for both customers and our own front line staff, who have been able to escape the restraints of being tied to the office. Our services are tailored to the needs of individual organisations. As a result, we are attracting a growing number of clients interested in becoming part of this tried and tested formula for success.