Resident & Client Liaison Activity

SCCI have a dedicated Resident Liaison team to provide more consistent and personal on-site services where required. The team is currently led by Ben Harris, supported by 3 site based and one office based executive, continually guiding residents through Digital TV upgrade programmes, they are responsible for:

• Arranging pre-start meetings to agree programmes, methods and communication processes.
• Providing information and training to the client’s local personnel
• Gaining an understanding of the ethnic mix within each block and any potential vulnerability or diversity issues
• Events such as joint drop-in sessions, coffee mornings/evenings and door to door activity to help to educate residents on the digital systems. This activity also helps to ensure higher levels of access to fit face plates. Residents can view the actual hardware used in the installation such as the face plate to be installed in their lounge and look at various types of set top box and gain advice on exactly what services the new system will deliver.
• Producing resident literature (Newsletters, foyer posters, installation & face plate letters, resident information packs etc) branded to carry the client’s logos and is changeable to suit the client’s specific requirements

All our team are equipped with mobile email/telephony to allow them to be contactable constantly by our clients via telephone or email throughout the working week.

All residents are asked to complete a satisfaction questionnaire at the point of face plate installation. This information, including a resident signature is taken by the engineer electronically using a PDA device. This allows real time reporting to be available to the client via our web based Client Zone. In addition to this activity, our RLOs also carry out short telephone questionnaires with residents who have had work completed recently.

All vans are liveried and all engineers wear branded SCCI clothing and photographic id name badges.

Ongoing support for your residents

SCCi appreciate that the world of digital TV is a new one for many residents and they will need friendly help and advice, especially during and after switch-off. That is why the SCCI Group have developed a new, purely customer focused operation whose role is to be available to provide “everything you need to go digital”.

This advice is provided by phone via our dedicated call centre, online via our new web site www.lovedigitaltv.co.uk and on site via organised coffee morning/evenings.

Our multi-lingual “Love Digital TV” dedicated contact centre carries 36 seats and is open 7 days / week every day from 8am until 10pm. It is important that the Contact Centre is open in the evening to suit working residents.

With multi-lingual capability covering most African, Asian and European countries our contact centre has the tools to deal with all residents effectively. Our experience in dealing with residents with diverse needs enables our telephone agents to talk sympathetically and with understanding to any resident who makes contact to either book a face plate or talk about Digital TV in general.

Click here to view the workflow diagram.