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Supporting a leading retail bank to increase its new business checking capacity following regulatory scrutiny
SCENARIO:
Our client, after seeing the value of Huntswood’s high quality offshore delivery in other areas of their business, worked with Huntswood to establish a complaints handling service which delivers good customer outcomes, high quality and operational resilience at a superb price point.
Huntswood utilised its unique position in the market to ensure compliance and good customer and business outcomes. Our regulatory experts in the UK worked with the client during operational design to ensure all processes, procedures, policies and tools were fit for purpose.
Fully assured
approach
South Africa’s rapidly increasing reputation for quality customer services and cultural affinity with UK consumers allowed us to identify, reference and deploy skilled Complaint Handlers and management within six weeks.
30 FTE rapidly deployed with
speed to competence improved
Our team was also able to reduce the time taken to reach full productivity versus the client’s BAU team. Our team’s ambitious attitude and professionalism meant they were able to ‘hit the ground running’ and complete a market-leading number of cases per day for the complaint type, becoming a seamless extension of our client’s operation in the process.
4 cases per agent per day
successfully resolved
The Huntswood team, subject to the client’s own QA approach, consistently achieves 95% quality scores. We exceed the client’s SLA, maintain high compliance standards and continually showcase the value of a skilled offshore complaints handling capability.
95%
quality
Huntswood delivers this service at a significantly improved price point for its client than comparable UK onshore services.