September 26, 2024
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 acquisition created capacity issues within the customer services department, leading to increased pressure on voice channels, inefficient processes, and longer handling times. The client needed a solution that would improve efficiency, enhance customer experience, and optimise channel usage. The Solution: Huntswood implemented a multi-channel service supported by