Interactive Phone Systems Seen As Way To Improve Customer Service

摘要

SAN ANTONIO - (By an HDR Staff Reporter) - Section 8 voucher managers can use telecommunications system enhancements to improve customer service, but they should consider the costs and benefits of any features before they make a choice on system design, said William T. Riley, director of Quadel Consulting, at a voucher workshop at the recent National Association of Housing and Redevelopment Officials (NAHRO) annual conference here. Riley said that today's phone systems and effective use of the Internet can increase efficiency, reduce long-term costs, and improve performance. Managers should also consider the cost of not adopting a certain technology or system, he said. Formerly in charge of CHAC, Inc., the Quadel affiliate that administers the Chicago Housing Authority's voucher program, Riley said the Chicago operation gets a huge volume of calls from Section 8 clients and landlords. The program assists more than 34,000 families and has 15,000 participating landlords. The biggest frustration for callers is getting a busy signal, Riley added.