Staffino UK Ltd
Stand Number : E41
Staffino and Southwark Council
Southwark Council serve one of London’s largest boroughs. With a population of
250,000, the community is highly diverse, with wealthier areas in close proximity to
some of the highest levels of social housing in the City.
Southwark’s Housing Repairs contact centre supports tenants of social housing in the
borough, providing support and property maintenance (via sub-contracted external
suppliers). The council needed to improve their customer service processes to solves
problems faced by their housing tenants faster and more effectively.
Why Staffino was needed
The management team in Housing Repairs needed to:
Increase the amount of problems resolved in the customers first call
Identify ‘non-conformance’ issues (incorrect provision of services by contractors)
Pinpoint service areas where improvement were needed
Clarify which specific aspects of their services needed to be improved
Increase response rates and total volume of feedback received from customers (from
current levels at 3-4%)
Improve customer satisfaction and save customer service agent time by reducing
How the pilot worked
Staffino was initially deployed using the ‘requested’ system within a section of
Southwark Council’s Housing Repairs contact centre team. They collected feedback on
a sample of 40 customer service agents, over a period of 3 months, in order to assess
Staffino’s effectiveness, prior to a roll-out across the entire contact centre.
“The insight and engagement Staffino has given us has helped speed up resolution times.
The positive customer feedback we have received has had a huge impact on our employee morale and engagement.”
Customer Services Manager