Out of Hours Call Handling

Descriptions

The Out of Hours Call Handling service will answer all incoming calls to the Hillcrest repairs line. This is expected to be between 8,000 and 10,000 calls per year. This is a front-line service and an important service for our customers. It is a condition of the contract that all calls are answered timeously. All callers will be greeted with a Hillcrest corporate greeting. The content of all calls, both incoming and outgoing, will be recorded and included on a report that will be available for Hillcrest staff at 8.00am each morning. The format of the report will be agreed between Hillcrest staff and the successful contractor, but preference would be given to a portal type system that can be accessed directly by the Client. The successful contractor must have, and be able to demonstrate, processes that ensure that any tenant data is safely stored, used only for the agreed purposes and that the conditions of the GDPR regulations are always maintained.