First Call resolution – taking control of conversations with Keyfax

Social landlords explored the capabilities of leading software solution Keyfax, which increases the numbers of first call resolutions for residents and customer service advisors.

Peter Graddon, Managing Director of Omfax Systems, demonstrated how Keyfax Inter•View can be tailored to the needs of each housing provider, linking up conversations and enhancing ongoing relationships between residents and their landlords.

Keyfax, which provides dynamic call flow navigation for contact centres, is a bolt-on to housing management systems, using intelligent scripting and designing decision trees to give control of conversations. Keyfax Inter•View Online is a self-serve solution which residents can access 24/7 to report repairs or gain support, easing the pressure on contact centres.

Chris Leicester, Enterprise Manager for Sanctuary Group, presented his thoughts on the return on investment from effective customer services at the Keyfax event which was held at The Enterprise Centre, Blacon, Chester.

Peter Graddon said: “This was a fantastic opportunity for Omfax to showcase Keyfax Inter•View and our specialism in frontline communications, exploring how Keyfax can be used to its full potential with housing providers. Keyfax Inter•View gives far greater management control over call responses with customisable call flows. There is no limit to the content you can make available to your advisors or residents. Keyfax’s unique capability lies in utilising the information provided by residents, allied to information landlords already hold, to quickly identify residents’ needs and provide advisors and residents with the knowledge to be able to respond properly to these needs.”

The next First Call event will be held at Hastoe Housing in Kingston-upon-Thames, London on October 18. For more details please visit:

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