Introducing Cirrus - our new telephony system

Published: 30 October 2019

We’re committed to providing excellent customer service.

In response to feedback from our customers, we’re introducing a new telephony management system. This is so we can offer you more choices when you call us and deal with your enquiry more efficiently.

Real user testing

During July 2019, the Customer Services team tested the new Cirrus system. We tested to see if the new system met business requirements along with providing benefits like a customer call-back option.

Colleague and customer feedback from these sessions has been invaluable.

A number of amendments have been made to the system to ensure our business and customer needs will be met.

Next steps

We’re making the system live on October 31 2019. Our phone number will remain the same, but you will notice increased functionality.

For example, after two minutes you can request a call back whilst keeping your place in the queue.

If you prefer to hold, you’ll be advised when your call is next in the queue and given an estimate of how long you will wait.

Some of the improvements will be in the background so won’t be as obvious. But they will increase our ability to direct your enquiry to the person most likely to be able to help you.

There are other functions that we will add over the coming weeks and months.

We’ll keep you informed of these in future newsletters and on our website.

More information

You can contact Gillian Martin our Customer Services Manager on 0800 169 9391.