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Chapter 5
The company used the universal queue model for cross selling financial
products and found that this call management process provided significant
The benefits achieved include the following:
Customer and product information now appear as a “screen pop” on
the agent’s screen as the call arrives.
Call times have decreased by between 12 and 30 seconds per call,
depending on the type of contact.
Customer satisfaction ratings and profits have increased.
5.4 Government
Company: Toronto Community Housing
Corporation (TCHC)
Toronto Community Housing Corporation (TCHC) is a municipal gov-
ernment organization that manages 57,500 residential rental units in the
city of Toronto. TCHC sees the key to its success as the ability to operate at
the community level to respond to customer issues quickly and effectively.
Inquiries include housing availability, waiting list status, rent payments,
maintenance requests, and safety concerns, among a variety of other tenant-
related issues.
After years of striving for a better operational model, TCHC recognized it
required a community-based approach to service more effectively its diver-
sified client base brought about by the amalgamation of two municipal
housing organizations. TCHC faced the challenge of providing personal-
ized, responsive service from multiple locations at a lower cost, which
required an innovative solution to address the infrastructure requirements,
increase the level of customer service, and provide flexibility for future
change while mitigating the associated costs. In addition, TCHC wanted to
eliminate the numerous phone numbers it currently listed for contacting
the company, thus making it easier for customers to get in touch.
180 5.4 Government
The company has 16 community offices throughout metropolitan Tor-
onto supported by one central response/contact center. The challenge was
getting a call to the “right resource the first time” with minimal effort. A
superior enterprisewide call management solution was needed to provide
seamless information flow regardless of physical location and to provide the
capability to track, report, and analyze all customer interactions.
TCHC needed a long-term, flexible, and expandable system. It selected the
Apropos Interaction Management Solutions (IMS) to meet its challenges.
With its sophisticated call-handling features, IMS enabled the organization
to manage the following business activities:
Route calls across Toronto to the best resource using just one phone
number, regardless of whether that resource was located at a central
or remote site.
Facilitate amalgamation and decentralization to community offices
by reducing negative customer service impacts but without reducing
CSR productivity.
Change the number of locations and size of the community offices/
contact centers in the future without significant infrastructure costs.
Provide 24-hour service with live CSRs via a virtual contact center
without the need to operate all 16 community units after hours.
Manage a centralized system by installing a single point of configura-
tion and administration.
Gain openness and flexibility by integrating with existing infrastruc-
ture and allowing migration to new systems resulting from amalgam-
Gain PBX independence by interfacing with existing PBX and Cen-
trex lines.
Route calls effectively through an integrated, robust ACD.
Identify the client through calling line identification (CLID) and
route the call to the appropriate community office based on data in
the corporate client database.
By identifying callers through CLID, find matches over 70% of the
time, saving staff time and providing the added “security” that staff
are speaking with the correct party.
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Chapter 5
Through the caller preview function, allow agents to preview caller
information, such as caller name, building, and suite number, prior
to answering; agents know at a glance who, why, how many, and how
long customers are waiting in queue.
Integrate with the corporate database applications to provide an
application-specific screen-pop of the customer’s data on the legacy
Determine instantly in the visual queue which building is experienc-
ing an emergency and is calling over the special phone line that deals
specifically with elevator emergencies. Since emergency calls are
taken out of queue and dealt with immediately, agents can speak
“live” with persons who may be trapped inside the elevator and keep
them calm until help arrives.
The integration of the Apropos solution has greatly improved customer ser-
vice and productivity at TCHC. The solution has had a positive impact on
TCHC’s services in these specific, main areas:
The volume of calls is down from 17,500 per month to 15,000 over a
12-month period, mostly because of improved client interactions
resulting in reduced repeat calls.
Busy signals have been eliminated.
Average hold times have been reduced by 50% over the last 12
85% of TCHC tenant callers receive automated, personalized service.
Rapport with customers has improved.
Flexibility allows menu options designed to meet the characteristics
of each community.
Clients need to dial just one phone number to get answers to their
The centralized database makes it easy to track customer issues, thus
constantly improving service and ensuring a consistent and seamless
flow of information.

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