Insightful Speech Analytics: Reduced Complaints & Improved Agent Performance About Soha Soha Housing Ltd is a successful community-based social housing provider working in and around south Oxfordshire in the UK, where it provides 6,500 affordable homes to more than 10,000 residents. At the heart of its operations is an 11-strong team of multi-skilled contact centre agents, located at the Soha Housing head-office in Didcot, who between them handle approximately 8,000 inbound calls per month. The Challenge The organisation has an impressive track record in the implementation of initiatives that deliver continuous improvement in operational performance, contract management and customer satisfaction, such as a recent project which resulted in a significant reduction in complaint ca

Join for free to read