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The Challenge:
The client needed a fully assured approach to complaints handling that met regulatory requirements and maintained high standards of quality and compliance. They also required rapid deployment of skilled resources and improved productivity compared to their existing business-as-usual team.
The Solution:
Huntswood leveraged its unique market position and regulatory expertise to design and implement a compliant operating model. Our UK-based regulatory specialists worked closely with the client during operational design to ensure all processes, procedures, policies, and tools were fit for purpose.
We established an offshore operation in South Africa, taking advantage of its growing reputation for quality customer service and cultural alignment with UK consumers. Within six weeks, we deployed 30 skilled complaint handlers and management, improving speed to competence and productivity.
The Results:
- 30 FTE deployed within six weeks
- 4 cases per agent per day successfully resolved
- 95% quality scores consistently achieved
- Approximately 50% more cost effective than comparable UK onshore services