Complaints and customer service leaders need to change the view of complaints being a ‘cost centre’, to a potential ‘profit centre’.

With the ongoing pressure of having to do more with less, as well as the increasing focus on providing excellent customer
service, the importance of delivering positive experiences throughout the complaints journey is ever increasing.

Delivering the right outcomes and an excellent customer experience is at the core of our solutions. With us, firms can use complaints to drive real value for their business through our end-to-end complaints outsourcing solutions. Alternatively we can support with specific components and activities within the complaints lifecycle.

THE OUTSOURCING OF YOUR COMPLAINTS FUNCTIONS TO HUNTSWOOD WILL DELIVER A NUMBER OF TANGIBLE BENEFITS.

Co icon journey

 

The Complaints Outlook 2021

Be one of the first people to read the report and register your interest in attending our event

Pre-register now

 

HOW CAN HUNTSWOOD SUPPORT COMPLAINTS IN YOUR ORGANISATION THOUGH THE CUSTOMER JOURNEY:

 

HUNTSWOOD’S PROVEN OPERATING MODEL COMBINES SKILLED RESOURCE, EFFECTIVE PROCESSES, SECURE FACILITIES AND CLASS-LEADING TECHNOLOGY TO DELIVER A BEST-IN-CLASS COMPLAINT MANAGEMENT SERVICE.

Managed resourcing solution purple

PEOPLE

  • Industry experienced, multi-skilled complaint handling professionals
  • Excellent communication and interpersonal skills
  • Flexible and scalable solution with ability to quickly align resource numbers to complaint volumes
  • Capacity planning expertise
Framework design and implementation purple

PROCESS

  • Best in class complaint processes, benchmarked against peers
  • Complaint transformation and continuous improvement programmes
  • Quality control / quality assurance framework
  • Comprehensive RCA ensuring continuous improvement
  • Simple but robust governance
About huntswood

PREMISES

  • Fully equipped premises in Reading and Liverpool as well as flexible remote capabilities, catering for various scenarios;
  • Flexible and scalable office space
  • Seamless extension to the existing BAU operations
Case management systems and technology

TECHNOLOGY

  • Access to a range of customised complaint management systems
  • Workflow / workforce management tools
  • Full contact centre functionality
  • ISO27001 accredited

What Benefits can you expect from outsourcing your complaints WITH HUNTSWOOD:

Rosette white

Best Practice & Industry Insights

Our solutions are based on a combination of data analytics and complaints research. Originating from our unrivalled complaints management experience. We bring the latest market insights, future trends, innovation and best practices to all operations.

Person star white

Customer Experience & Loyalty

The importance of customer loyalty and the benefits of building advocacy with customers is clearly evidenced, our solutions support and enhance the commercial value of delivering excellence throughout the complaints journey.

Piggy bank white

Cost Reduction

Huntswood complaints outsourcing model helps reduce up-front and ongoing capital investment needs, providing economies of scale, replacing fixed costs with a flexible cost base, with a range of pricing models.

Timer white

Speed and Flexibility

Flexibility to deal with planned and unplanned complaints, utilising our proven capacity planning tool and resourcing expertise to ensure that operations are aligned to your requirements. Scaling resource as required - quickly and reliably without loosing focus on the quality of customer outcomes.

Inspect doc white

Regulatory Expertise

Our broad range of high profile engagements and regulatory expertise in designing end-to-end complaint handling operations; alongside our selection onto the FCA’s skilled persons panel, ensures alignment to regulatory best practice and first class complaints handling.

Complaints excellence purple

Complaints Excellence

Turn complainants into advocates by delivering customer service excellence

Complaint handling

Complaints Handling

Resolve your customers’ complaints and turn them into advocates

Complaints transformation

Complaints Transformation

Making the complaints process more efficient for customers

Case management systems and technology

Case Management Systems and Technology

Technology solutions for any operation, ready to be deployed

Latest Insights

Energy service
Complaints

Ofgem complaints warning is an opportunity to reduce cost to serve

The latest consumer perceptions data from Ofgem provides an early warning for customer service teams dealing with complaints.

Insurance pricing practices
Fair pricing

Regulatory update: MS18/1.3 - The FCA’s General Insurance Pricing Practices Final Report

The FCA have published the final findings of their General Insurance Pricing Practices Market Study and have set out a package of remedies to address the concerns identified

Insurance add ons
Fair pricing

FCA general insurance add-ons data: an opportunity to demonstrate value

Building a methodology for establishing, monitoring and responding to customer outcomes now, will help firms to deliver better value for money to customers in the future

Podcast web banner blue
Fair pricing

Podcast: Fair Pricing and Value in General Insurance

Listen to our experts delve into the wide reaching topic of pricing and value in the General Insurance sector