The Challenge:
As transaction volumes increased, the organisation needed to expand headcount quickly without compromising quality, regulatory compliance or customer experience. The challenge was to establish a resilient operating capability that could support multiple customer segments, handle sensitive financial activity and consistently exceed performance targets.
Our Solution:
Huntswood delivered an integrated customer support and compliance operations solution covering chat based customer service, KYC, onboarding, treasury and wider financial crime activity. Dedicated teams were mobilised to manage customer enquiries, complaints, refunds and data security, alongside core compliance functions including identity verification, sanctions screening, address verification and account changes.
The operating model provided uninterrupted 24×7 coverage and was designed to scale in line with customer demand. Clear quality frameworks, performance management and governance controls were embedded across all services. Huntswood supported rapid team growth through structured training and ongoing capability development, ensuring new joiners reached productivity quickly while maintaining strong regulatory discipline.
The Results:
- Quality scores of 98% or above across compliance operations and customer support
- Headcount increased by 180% since inception, supported by low attrition and stable workforce performance
- Operational efficiency improved month on month
- 100% training throughput
- Average shrinkage maintained at 2.69%
- Retention rate of >97%
- Meeting and exceeding all performance metrics
- Scalable, high performing operating model established to support continued growth
- Strengthened compliance, operational control, and customer confidence