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*allpay Limited would like to make you aware that all calls to our 0844 numbers will be charged at 7 pence per minute plus your phone company’s access charge, which may vary depending on provider.

Aldwyck Housing Group

Aldwyck Housing Group (AHG) started its relationship with payment specialists allpay in June 2014, implementing its Bill Payment Service offering through Post Office and PayPoint outlets. The relationship allows Aldwyck residents to pay their rent across 40,000 UK outlets.

In recent years, the Bedfordshire-based housing provider has implemented allpay’s paperless Direct Debit Service, Automated Telephone Line and Virtual Terminal, Callpay – the latter allowing Aldwyck call centre agents to accept payments over the phone.

allpay’s Automated Telephone Line uses Interactive Voice Response (IVR) technology allowing bill payers to make a payment through an automated system, 24 hours a day, 7 days a week. Giving flexibility to both the organisation and its customers, the IVR line allows residents to make a regular rent payment or a one-off bill when they phone the payment line.

In December 2016, Aldwyck went live with allpay’s new low-cost Automated Telephone Line. The change meant replacing the current allpay “0844” number to a new low-cost local “0330” number, provided by allpay, giving its residents a lower cost local rate number.

This involved allpay supplying AHG with the new local rate number and the housing provider re-pointing its telephony service and customer-facing literature to the new number.

In just nine months since its go-live, AHG’s usage of the IVR has increased by 86% - due in part to its increased reliability and reduced cost for the resident.

Kate Wells said:

Previously, our residents were being charged 7p per minute whilst making a payment over the “0844” IVR line.

The movement to a lower cost, local “0330” number has been the major contributor of success for the “0330” line, with customers commenting that the low-cost call rate is significantly to their liking.

a case study by:Kate Wells, Head of Contact Centre

Case study

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