Our Core Services

24/7 Contact Centre

Pinnacle Connect, Pinnacle PSG’s 24/7 Contact Centre, is open 365 days of the year, takes 400,000 calls a year and supports residents living in over 300,000 homes nationally.  We offer a menu of services that cut costs drastically by removing the need to have out of hours cover staff or excessive day time numbers covering emergencies.  

Our agents are trained to deal with calls in a wide range of service areas including housing management, repairs and maintenance, environmental services, anti-social behaviour, welfare to work as well as general office calls.  We have particular expertise and experience in dealing with all types of ‘out of hours emergencies’ particularly in the repairs and maintenance sector.

We offer:

24/7 contact centre - provides a seamless support to you and your residents at times that suit them

Daytime cover - for when your in-house call centre is temporarily unavailable due to team meetings or group training, overwhelmed by calls about a particular issue or under-staffed due to un-planned staff holidays or sickness

Lone worker support - an automated warning system allowing individuals to deliver front line services while managing the risks of lone working anytime of the day

Customer satisfaction surveys - staff trained specifically in outbound customer surveys with computerised data collection and results analysis

Disaster recovery - we can instantly provide cover should your organisation suffer a ‘loss of service’ incident.  For prolonged issues, we can supply desk and telephony space at our offices

‘Always professional and customer focussed, there was no hesitation in retaining Pinnacle PSG for the excellent out of hours service.’
Ray Whittaker, Head of Property Services, Wellingborough Homes