Omfax Systems is the leading provider of information solutions for customer service within social housing. We offer a portfolio of innovative products and services that bring unrivalled clarity, consistency and efficiency to the conversation with residents.
We help to set a standard for customer service and particularly for quality in call handling in contact centres. We are an independent company dedicated to helping improve communication between landlord and residents. Our people have the knowledge, expertise and, most importantly, the commitment to deliver first class customer service.
Keyfax Inter•View software provides the benchmark for call management systems, enabling contact centres to offer first class service to customers. Using Call Flow Intelligence, Keyfax Inter•View expands advisors' and residents' ability to manage each and every enquiry, increases first call resolution rates, improves the accuracy of call outcomes, and helps reduce the costs of everyday service delivery.
Not only is it important to be consistent between the service provided in the contact centre and through online self-service, it is also key to user adoption. The experience online needs to be at least as rewarding as talking to a knowledgeable advisor.
By utilising Keyfax Inter•View Online to provide Call Flow Intelligence, the same high level of customer service is available to residents both in the contact centre and online. Everything that is available through the contact centre can be made available online.
Call Flow Intelligence provides the appropriate questions to properly identify and diagnose the problem or query, collates and interacts with information about the resident, their property, their history and relationship with the organisation, to personalise the responses to the resident’s particular circumstances, and directs them through explanations to the appropriate service response. The outcome being the resident is given the right answer for them, every time.
Omfax e-learning provides an effective and flexible way for customer service advisors working in social housing to develop their skills and knowledge, making advisors more efficient and productive and increasing resident satisfaction with the service.
The benefits of having well-trained customer service advisors are well understood. The more knowledgeable they are, the better they can serve residents, resolve problems and increase first call resolution rates. This not only increases resident satisfaction with the service, but helps drive down overall operating costs.
Combining step-by-step instructions with crystal clear diagrams, the Repairs Reporting Guide gives residents the information they need for reporting repairs. The result is a highly effective handbook that helps keep repair costs down, increases the number of first-time fixes and helps ensure residents are satisfied with the service
From baths to roofs, floors to walls, heating to drains, the guide covers almost everything residents might need repairing, making it easy for them to communicate the details of their repair problem.
The Repairs Reporting Guide has been honed over time and is used by numerous housing associations and social housing providers across the UK already to improve the service they deliver.
Our Keyfax applications bring on-line self-service to the same level as that provided by your advisors, using call flow intelligence to clarify the enquiry and determine the appropriate service response.
Our Keyfax applications enable customer service advisors to have productive conversations with residents by intelligently applying contextual and relationship information for optimal handling.
Omfax Handbooks and Guides help social landlords to communicate more effectively with their residents, building trust and a sense of shared responsibility.
