Huntswood was asked to improve a bank’s first-time resolution metric, and delivered a bespoke training solution to enhance their front-line capability. Complaints moving beyond first point of contact subsequently reduced from c.900 per month to c.500.
A focused review of customer outcomes helped a banking client achieve significant improvements in their complaints breach profile, quality and productivity. Workflow and robotics were introduced to further improve performance. Quality scores improved from 72% to 96% ‘first time pass’.
A review by Huntswood of the investigation process of a nationally recognised lender saw FOS referral rates reduce by 44% within five months.
A bespoke escalation matrix was developed for our client to give clear timescales and escalation points for departments within the business. Since implementation (which included rollout of training), SLAs for supplementary actions have reduced from an average of seven days to one, improving customer wait times and average handling times.