SCENARIO:
Huntswood was engaged by a high-cost, short-term credit lender to support with the provision of a customer contact centre following High Court approval of a Scheme of Arrangement between the firm and its creditors.
At short notice, we stood up a ringfenced operation, deploying financial services experts with the skills and knowledge to support all inbound customer contact received through the scheme helpline and mailbox.
Due to the sensitivity of activity and high volumes of inbound calls, we developed specialist call scripts and guidance to ensure call handlers were empowered to support customers while managing their workloads effectively.
Over a six-month period, the firm received 180,000 claims. Our operational team supported with expert capacity planning, ensuring a timely response to claims while keeping close control of FTE numbers to ensure the operation was proportionate to requirements.
We executed a proven quality control framework for all verbal and written communication, with work independently assured via established quality controllers. Throughout the engagement, we consistently achieved an average quality score of 98%.
