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Recruitment

Supporting the UK’s largest energy provider to clear a significant complaints backlog

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Case Study

Date

December 29, 1019

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Supporting the UK’s largest energy provider to clear a significant complaints backlog

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Huntswood was engaged to support in clearing a backlog in complaints as well as taking on a portion of BAU work

SCENARIO:

Our client was experiencing a significant spike in complaints across a number of areas. The variety of cases which made up the backlog included simple complaints, sensitive executive complaints, technical and emergency complaints and summary resolution communications. Huntswood was engaged to support in clearing the backlog as well as taking on a portion of BAU complaints work.

Within four weeks, we deployed complaints experts and management across sites, with the skills and understanding to resolve the most complex complaints.

118 Specialist

complaint handlers deployed

The client required a reduction in the backlog from 26k cases to 8k, as well as support for the business as usual teams to handle incoming volumes. We designed and managed an operation which, at peak, handled 2,000 cases per week.

2,000 Cases

handled per week

We closed 84k cases during our engagement. After initially being enlisted to handle simple complaints, Huntswood demonstrated its expertise and capability, and was deployed to handle a range of other complaint types, which was a key factor in expediting clearance of the backlog.

84,000 Cases

closed

Following completion of the backlog related work, our ongoing support to the client lasted for 18 months, during which the team integrated seamlessly into the operation, adopting the client’s culture.

18 Months

engaged with client

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Privacy Policy
Cookies
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Modern Slavery Statement
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Promotion of Access to Information Act (PAIA)