A leading UK energy supplier engaged Huntswood to conduct an independent review of complaint handling processes across three brands following a major acquisition. The goal was to support the deployment of a more unified and efficient approach that improved productivity, reduced costs, and empowered staff to deliver better customer outcomes.
The Challenge:
The client needed a comprehensive review of policies, processes, training, quality assurance, systems, MI, and reporting from both operational and regulatory perspectives. They also required actionable recommendations to address inconsistencies across brands and improve first point of contact resolution.
The Solution:
Huntswood delivered deep insight on best practice and efficiency, supported by industry data from our original research paper, Complaints Outlook. Key actions included:
- Reviewing policies, processes, training, guidance, and quality assurance approaches across all brands.
- Conducting extensive call listening and side-by-side observation to identify over-reporting and inconsistencies.
- Recommending policy and training updates focused on complaint definition and materiality.
- Creating a clear goodwill policy to empower agents with autonomy to respond confidently to customer circumstances.
- Providing recommendations on MI specification and root cause analysis to improve performance visibility and calibration across teams.
The Results:
- Improved complaints identification and reduced over-reporting
- Empowered frontline agents through goodwill policy
- Enhanced MI and root cause analysis for better trend visibility
85% increase in first point of contact resolution (from 10% to 68%)