Homes for Students empowers its contact centre team with a single pane view of customers to take interactions to the next level with Liberty Converse
The challenge
Homes for Students has grown rapidly since it began offering accommodation at five properties a decade ago. Today, it provides housing for over 55,000 UK and international students at 200-plus properties across 55 UK cities.
The leadership team wanted to deepen their understanding of customer engagement patterns. Their existing contact centre solution didn’t offer enough analytics to fuel continued growth and its rigid activity code structure prevented them from getting clear, actionable management insights. Although the system managed the increasing call volumes accompanying their rapid expansion, Homes for Students wanted to elevate customer experience while continuing to address increasingly complex student needs.
During university clearing – it was all hands-on deck. Staff from across the business moved from their core roles to support the contact centre. To ensure comprehensive customer support, Homes for Students strategically supplemented its in-house team with a trusted third-party contact centre provider, to maintain service continuity, but they wanted to be able to manage this without those additional costs.
Homes for Students chose Liberty Converse as its contact centre solution for delivering satisfying omnichannel experiences. Now calls, emails and web chat are brought together – making life simpler for students and advisors. Netcall’s chatbot and the ability to generate a wealth of analytics on demand for the first time are also proving to be a game-changer.
“Our business has grown rapidly and we took a deliberate, strategic decision to partner with the sector leader – Netcall. We needed an enterprise-grade, trusted contact centre platform that allowed us to scale seamlessly, while keeping pace with the needs and expectations of Gen Z. The impact has been huge; not just quick wins, but massive gains, even early into the process.”
Lee Rawlinson
Director, Homes for Students
The solution
“You only get one chance to make a good first impression via your contact centre. It must be meaningful and positive. And that’s why we value Liberty Converse. It enables our contact centre teams to deliver their best, every day.”
Abbey Siner
Internal Sales Manager, Homes for Students
The result
Homes for Students is now looking forward to getting even more value from Liberty Converse. Sentiment analysis across thousands of interactions will help the company to better understand changing student needs and prioritise important topics for helpful blogs and FAQs. Homes for Students is also looking at one of the platform’s latest, AI-powered features – live translate in web chat – so overseas students can engage instantly with advisors in their preferred language.
Homes for Students is also looking at how Liberty’s low-code capabilities can integrate with Converse to help optimise processes and workflows to enable the team to further enhance their contact centre case handling. More self-service options for students can be explored, as well as built-in identity validation for call interactions.
Impact
150k
enquiries per year now handled by a single system
4.5 Out Of 5
customer satisfaction score
100% Calls
answered or students offered a convenient call-back
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