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Recruitment

Clear a significant complaints backlog post acquisition

Resources

Case Study

Date

May 8, 2020

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Clear a significant complaints backlog post acquisition

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Supporting one of the UKโ€™s largest energy providers to clear a significant complaints backlog post acquisition

SCENARIO:ย 

Our client was experiencing a large spike in complaint volumes following the acquisition of another energy firm, resulting in a backlog affecting their BAU complaints teams..

Within two weeks, we deployed a team of complaints experts and operational management with the skills and understanding to resolve complaints.

Completed delivery

4 weeks early

We cleared the backlog well within the clientโ€™s 12 week timeframe demonstrating significant resource costs saving.

3000+

cases closed

Due to the success of our delivery, and the surplus budget resulting from early completion, we provided complaint handling support to other areas of the business to help reduce additional backlogs, preventing cases going to the Ombudsman.

70%

cases closed above original target

Huntswood closed cases at a rate far exceeding the clientโ€™s expectations, while identifying root cause analysis trends through the collation of bespoke MI.Our operation maintained high quality throughout, and as a result, reworks from QA were minimal.

94%

quality score

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Modern Slavery Statement
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Promotion of Access to Information Act (PAIA)