Estate agents enhance customer service with help of telecoms experts

A Yorkshire estate agent is delivering top customer service with the help of a new telephone system at the agency’s newest office.

Manning Stainton has opened the branch in Harrogate – its first in North Yorkshire – and with it invested in its communications infrastructure.

Installed by Wakefield-based NGC Networks, the Avaya IP Office system is fully integrated with a different Avaya telephone system in operation at Manning Stainton’s other 16 branch offices located across West Yorkshire.

Manning Stainton IT director Ian Shaw said:

“Ultimately we plan to install the new Avaya system in all our offices but that will take some time.

“We’ve introduced it as a start point in Harrogate and it’s working well alongside our existing system and helping to provide a higher level of service to our customers.”

To this end, clients calling the Harrogate branch are automatically routed to Manning Stainton’s customer service centre in the event staff are engaged on the telephone.

After 5.30pm, calls to the Harrogate office are also routed to the customer centre where staff are on duty until 8pm, Monday to Friday.

Ian added:

“The NGC installation was completely seamless and helped ensure the Harrogate office was up and running on its opening day.”

NGC Networks director Dean Harrop said:

“Good communications are vital to the running of any business and particularly in the case of Manning Stainton where staff are dealing with a large volume of customer calls.

“We’re delighted its new office in Harrogate is open and delivering such high quality customer service.”

Dean Harrop


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