Cairn Housing Association welcomed ten of Hillcrest’s Tenant Inspectors to its Edinburgh headquarters to learn about the innovative Cairn contact centre.

The service launched in October 2014 and in the first six months the team responded to a staggering 32,564 enquiries with average customer satisfaction of 9.26 out of 10 from a sample survey. Hillcrest’s Tenant Inspectors were interested to learn about Cairn’s call management technology and customer relationship management system.

Cairn’s Customer Panel had previously enjoyed a very successful visit to Hillcrest Housing Association to meet with their team and learn about their excellent scrutiny project into Hillcrest’s letting standard.

John Davidson, director of customer services, said: “It was fantastic to meet Hillcrest’s Tenant Inspectors and repay the hospitality our Customer Panel enjoyed in Dundee. Both organisations are focused on great services for customers and we really welcome the opportunity to learn from each other and build stronger links between our tenant groups.”

Hillcrest’s Tenant Inspectors said: “We had a great day, it was very enjoyable and interesting. The Cairn staff and tenants made us feel very welcome and we would like to thank them very much for their hospitality. We appreciated their openness and honesty and we are confident this visit will help us while we are developing and planning our contact centre with Hillcrest staff.”

@CairnHA

@Hillcrest_Group