Wandle Housing Association Case Study
Founded in 1967, Wandle is a South London housing association managing more than 7,000 homes across nine London boroughs.
Its purpose is simple: to provide safe, secure housing for people who need it most across South London.
“Working with NextGenCX was a pleasure. Our residents really like the new IVR system; for them it’s a much sleeker, smoother journey. They’re spending less time in the queue and getting through to the right person first time.”
“It’s a joy to work with a partner that understands the contact centre, it really is about creating a professional sounding message.”
The Issue
Wandle’s IVR had developed over time without a clear structure or consistent design.
Messages were recorded in-house, resulting in inconsistent quality and multiple voices across the system. Call flows had not been professionally designed, meaning customers were often routed incorrectly or unable to resolve their query through the options available.
Ultimately, the experience was frustrating for residents and inefficient for the organisation.
The Approach
Wandle partnered with NextGenCX to redesign and optimise its IVR, with a focus on improving both customer experience and operational performance.
This included:
A structured IVR consultancy process
A one-day on-site workshop with key stakeholders
Full review of customer needs and common contact drivers
Redesign of IVR call flows from the ground up
Development of clear, effective scripting
Professional voice recordings to ensure a consistent, on-brand experience
The focus throughout was on simplicity, clarity and getting customers to the right place, first time.
The Solution
The new IVR was designed to create a more intuitive and efficient caller journey.
Customers are now guided through a clear, streamlined set of options, supported by a consistent and professional voice. Messaging has been simplified to ensure callers can quickly identify the right path for their enquiry.
The Results
The impact was immediate, both for customers and the contact centre operation:
Abandoned calls reduced by 5%
Queue wait times reduced by 54%
Service levels increased by 29%
Customer satisfaction improved, and the contact centre is now operating more efficiently, with less avoidable demand and better use of resource.
Client Feedback
“Working with NextGenCX was a pleasure.
Our residents really like the new IVR system; for them it’s a much sleeker, smoother journey. They’re spending less time in the queue and getting through to the right person first time.
It’s a joy to work with a partner that understands the contact centre, it really is about creating a professional sounding message.”
If your IVR has evolved over time and is no longer delivering the experience or performance you need, it may be time to take a step back.
NextGenCX audits and redesigns IVR systems to reduce avoidable demand, improve customer journeys and help you get more from the technology you already have.
