Supporting the claims area of a major utilities company

The Challenge:

The client needed rapid onboarding of experienced specialists to manage increased FNOL volumes while improving productivity and maintaining high quality standards. The operation had to deliver against strict performance benchmarks and contractual targets.

The Solution:

Huntswood onboarded 69 specialists with demonstrable FNOL experience, deploying the majority within four weeks. We implemented a streamlined training and induction process to ensure agents were fully competent and aligned with client requirements.

Our operation delivered significant efficiency gains, reducing average call handling times from 7.6 to 6.6 minutes, a 13% improvement. We also exceeded productivity expectations, achieving 82% productive hours, compared to the client’s BAU average of 68%.

Quality remained a key focus throughout the engagement, with Huntswood consistently delivering 97% fair customer outcomes, surpassing the contractual target of 95% and outperforming the client’s BAU operation, which achieved 89%.