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Homes for Islington
Customer care at call centres
Sightline was asked to produce this training video for Homes for Islington's call centre staff, to help improve the way they handle calls so that the customer receives the best attention and result.
Volunteers played the different roles in the video, which uses the "wrong way / right way" approach for explaining the correct ways of working.
This clips shows one of the sequences from the video.
Two years ealier, Sightline had produced the tenant consultation video for Islington Council, when it proposed to its 40,000 tenants to transfer the management of their homes to the new ALMO it was setting up.
A few months later, tenants gave it the green light and Homes for Islington was launched.
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