Codi is Wales’ largest housing association, formed through the merger of Pobl and Linc Cymru. Managing 25,000+ homes across Wales, the organisation needed a cloud contact centre solution to support their geographical reach and provide the visibility required to deliver excellent tenant experience.
The challenge: Transforming contact centre performance with cloud technology
The contact centre was operating with significant limitations using the previous telephony supplier:
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Basic call handling but virtually no reporting capabilities or performance insights
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Lack of visibility meant the 30-person contact centre team was operating without clear KPIs, performance targets or awareness of queue lengths
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Agents wouldn’t necessarily know if there was a queue, so they didn’t get a sense of the urgency needed.
The timing of the supplier contract ending coincided with the Pobl-Linc Cymru merger, creating a natural opportunity to start fresh with a solution that would support operational efficiency and digital ambitions. Codi implemented Liberty Converse, our cloud contact centre solution, to handle telephony, email and web chat across their combined operations.
“We can now easily produce monthly performance stats that I’m fully confident sharing with the board and those metrics are helping us better understand demand and plan for future staffing needs.”
Jo Childs-Hill
Customer Contact Transformational Lead, Codi
The solution:
Codi carefully prepared the business for the implementation of Liberty Converse, ensuring the contact centre teams knew how it would look and work. It was deployed in a carefully staged approach, and on launch day the whole remote contact centre team came into the office along with Netcall support teams to ensure a smooth transition.
The solution provided immediate visibility through real-time dashboards and the comprehensive reporting that had been absent before. Integration with Microsoft Dynamics CRM enabled screen-pop functionality, providing agents with instant access to tenant account details.
For the first time, Codi’s management team had access to essential contact centre metrics: Call volumes, handling times, service levels and abandonment rates. This visibility transformed how the contact centre operates, managers can make informed decisions about staffing, identify training needs and set clear performance expectations.
Staff efficiency has improved since using Converse, so agents have capacity to handle additional tasks alongside tenant contact. This has enabled Codi introduce “resolver” and “coach” roles to the contact centre – people who can provide real-time help and coaching to all other agents.
The integrated customer satisfaction survey capability is transforming how Codi captures tenant feedback. Completed surveys have increased by 944% compared to the previous system, providing invaluable insights into service quality and tenant satisfaction. This enables continuous improvement.
Beyond core telephony, the platform supports Codi’s digital transformation ambitions.
Email handling was brought into the system, providing complete visibility of contact volumes across all channels.
Activity codes track contact drivers, enabling the organisation to identify and address preventable demand.
“The reliability and ease of use are crucial. Liberty Converse has provided consistent, stable performance every day, since day one. Agents really like the usability and find it fast and easy to log in to. There’s never network issues and calls don’t drop off anymore.”
Jo Childs-Hill
Customer Contact Transformational Lead, Codi
The results
6.35% Increased calls
sustained performance, absorbing an increase in call volumes without replacement recruitment
Extended hours
opening hours extended with no increase in headcount
944% Increased surveys
more completed surveys drives service improvements
Full visibility
real-time dashboards and reporting enable data-driven decision making
Agent efficiency
easy-to-use technology enables staff to handle more contact across more channels
Faster resolution
call transcription speeds up complaint investigation and quality monitoring
No relief staff
avoid use of relief staff as agents have capacity to handle all tasks
Time saved
call transcription cuts manager time on quality monitoring and complaints
Board confidence
accurate performance metrics regularly reported to senior leaders
Verified by Codi – May 2026
Setting new standards for housing
For Codi, Liberty Converse is more than an upgraded cloud contact centre – it has fundamentally transformed how the organisation understands and manages customer contact. Codi is enhancing its chatbot capabilities, integrating virtual agents and leveraging more AI functionality. As they complete their merger and move to a single customer management system, with complete operational visibility, reliable technology and a platform supporting their digital ambitions, Codi now has the tools to deliver first-class service to tenants.