The Challenge: The client needed a comprehensive review of policies, processes, training, quality assurance, systems, MI, and reporting from both operational and regulatory perspectives. They also required actionable recommendations to address inconsistencies across brands and improve first point of contact resolution. The Solution: Huntswood delivered deep insight on best practice
The Challenge: The client needed a rapid deployment of skilled customer service agents to handle increased call volumes and deliver agreed messaging to customers. The solution had to be implemented within an extremely short timeline while ensuring quality and compliance. The Solution: Huntswood deployed 30 front-line telephony agents within five
The Challenge: The client needed an urgent solution to manage the surge in customer calls and chats, clear the backlog, and maintain service quality during peak trading periods. The solution had to be implemented quickly and include multi-lingual capability to support a diverse customer base. The Solution: Huntswood implemented operations
The Challenge: The client required a partner that could operate during non-standard hours and scale quickly to meet demand. They needed a motivated workforce, rapid deployment, and assurance that quality standards would remain high despite a compressed training schedule. The Solution: Huntswood delivered an engaged and flexible team from its
The Challenge: Our clients faced multiple challenges including high volumes of complaints escalating beyond first contact, low quality scores, lengthy turnaround times for escalated actions, and high referral rates to the Financial Ombudsman Service (FOS). These issues were impacting customer satisfaction and regulatory compliance. The Solution: Huntswood delivered a series
