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Recruitment

Recent complaints improvements for clients

Resources

Case Study

Date

February 3, 2023

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Recent complaints improvements for clients

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SCENARIO:

Huntswood has worked with clients to realise the following benefits
Huntswood was asked to improve a bankโ€™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.

44% reduction

in reportable complaints

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% โ€˜first time passโ€™.

33% increase

in overall quality score

A review by Huntswood of the investigation process of a nationally recognised lender saw FOS referral rates reduce by 44% within five months.

44% fewer

SOS referrals

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.

86% reduction

in trunaround times for escalated actions

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Privacy Policy
Cookies
Terms and Conditions
Modern Slavery Statement
Carbon Reduction Plan
Promotion of Access to Information Act (PAIA)