The Challenge:
The client needed a ringfenced operation staffed by financial services experts capable of handling all inbound customer contact through the scheme helpline and mailbox. The solution had to be deployed quickly, manage a large customer population, and maintain exceptional quality standards throughout.
The Solution:
Huntswood stood up the operation at short notice, deploying 28 call handlers within two weeks. We developed specialist call scripts and guidance to ensure agents were empowered to support customers effectively while managing workloads.
Our team supported expert capacity planning to handle a customer population of 2.2 million and manage high volumes of claims. Over six months, we processed 180,000 claims, maintaining close control of FTE numbers to ensure the operation remained proportionate to requirements.
We implemented a proven quality control framework for all verbal and written communication, independently assured by established quality controllers.
The Results:
- 28 call handlers deployed in two weeks
- 2.2 million customers supported
- 180,000 claims logged and processed over six months
98% average quality score for customer communications