Managing Directors and senior staff from across Circle Anglia were invited to an open
day at Invicta Telecare. It aimed to raise general awareness of Questback and explain the processes
and most frequent problems/barriers faced by operators.
Questback is a telephone based survey that asks a cross section of residents for their views on
different elements of the RP's service including ASB issues, repairs, lettings and complaints.
Twelve people attended the day which was split into two halves, a presentation and a visit to
the monitoring centre.
The presentation explained the importance of satisfaction surveys and what RP's can expect to
achieve from them. To achieve the targets set by the RP's Invicta needs to make around 28,000 calls
per month. Examples of how the results can be reported back were given and the problems that
typically stop the survey taking place, such as incorrect data received from the RP, tenant
refusing to take part in the survey and work not yet completed.
Everyone had the opportunity to sit beside an operator to listen into live calls, ask questions
and experience the process first hand.
Stuart Ilsley, Invicta Telecare's Operation Manager, said: "It was a fantastic day and a great
way to get feedback from our customers. It provided an insight into the hard work that goes into
delivering the results needed and to some of the barriers faced when compiling the spreadsheets and
for the operators making the calls."
Lesley Woods, Customer Insight Manager said: "Please thank the staff in the contact centre who
had the daunting task of senior staff listening in, it was an invaluable experience that everyone
seemed to have gained so much from."
If anyone wishes to attend a future open day session please contact
Lesley.woods@circleanglia.org or Andrew.hoad@circleanglia.org