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North east estate agency plans to double workforce
4 September 2006
North east estate agency plans to double workforce after deploying pioneering new home working scheme with ntl:Telewest Business
- Pattinson to double workforce through use of new communications services
- ntl:Telewest Business services deployed to help provide high levels of customer service
ntl:Telewest Business, the supplier of communications services to the public and private sectors, has announced Pattinson Estate Agency is using its network based call management solution to facilitate a major working from home initiative. Advanced Call Connect enables Pattinson to route inbound customer calls to those agents who are geographically closest, or to a designated customer contact centre when outside business hours.
Pattinson is the north east's largest independent estate agency group incorporating 29 region-wide branches. Since the company's re-launch in January 2006 it has introduced a number of innovations which aim to make it easier to buy, rent or sell a property, including a new website, a Customer Care Centre and a home working scheme.
The Pattinson home working scheme offers people the opportunity to pursue a career in the property business by becoming a self-employed agent while using their own home as a base. All home workers are connected to the Pattinson database via an internet connection and Advanced Call Connect, which ensures they only receive geographically relevant queries. Using Advanced Call Connect will support the company's plans to expand its workforce by around 500 people.
Advanced Call Connect enables the accurate analysis of call patterns and volumes so trends can be predicted. By utilising an integral and flexible skills-based routing system, all customer enquiries can then be transferred to the most appropriate agent even during the busiest periods. Through a fully interactive web interface, Pattinson's personnel can define, modify, copy, activate and display routing plans, in real-time.
"The recruitment of home-based agents has already proved to be hugely popular and with the help of Advanced Call Connect, we are confident we will be building on this success in the months and years to come. Flexibility in the workplace is rapidly becoming key to our business success and ntl:Telewest Business is helping us to change the way we work " said Managing Director Justin Anim, Pattinsons Estate Agency.
John Cunningham, Director of Business Markets for ntl:Telewest Business, said: "The expansion of Pattinson's workforce is a fantastic example of how Advanced Call Connect can be deployed to aid and enhance flexible working. Pattinson is already one of the biggest estate agencies in the north east and further recruitment of homeworkers will consolidate the company's position as a major player in the region."
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