Our client was experiencing recurrent spikes in irresponsible lending complaints due to increased complaint management company (CMC) activity and media campaigns. At the same time, our client was seeking to relocate its complaints administration function back onshore following an internal efficiency review. Huntswood was engaged to take ownership of all of the client’s BAU complaint handling on an outsourced basis.
RCA on furthers / re-opened cases allowed us to make improvements to customer templates and responses, which resulted in a 3% reduction in chasers /furthers received.
adherence to policy and process guidance, providing learnings and feedback
to continuously improve associate performance and, as a result, customer outcomes.