A leading UK warranty and insurance provider partnered with Huntswood to establish a high-quality complaints handling and contact centre service from our Durban site. The goal was to deliver excellent customer outcomes, operational resilience, and cost efficiency at scale.
The Challenge:
The client needed a trusted partner to:
- Deliver a fully assured complaints handling approach aligned with regulatory expectations.
- Rapidly recruit and deploy a skilled team to meet business-as-usual (BAU) standards.
- Improve speed to competence and productivity.
- Maintain high compliance and quality standards while managing cost pressures.
Our Solution:
Huntswood implemented a fully assured approach, leveraging recruitment expertise, operational design, and process optimisation:
- Rapid deployment: recruited and deployed a skilled team of 478 FTEs within six weeks, reducing time to full productivity versus BAU.
- Operational design: worked with the client to ensure all processes, procedures, and tools were fit for purpose.
- Performance excellence: delivered a market-leading 4 cases per agent per day successfully resolved, supported by training and quality assurance.
- Commercial model: introduced a pricing model that balanced cost efficiency with high service standards.
The Results:
- 96.5% quality scores, exceeding client standards and maintaining high compliance.
- FOS escalations at just 1.2%, demonstrating exceptional complaint resolution.
- CSAT score of 4.1, surpassing the contractual SLA of 4.0 over a five-year partnership.
- Significant improvement in speed to competence and overall productivity.