The Challenge:
Key challenges included rapidly scaling the operation, improving customer experience, reducing operational cost and resolving inefficiencies in first line resolution and engineer appointment booking processes. The client needed a partner that could deliver long term stability while embedding a customer centric culture at scale.
Our Solution:
Huntswood partnered with the client over a five year period to build and operate a large scale contact centre function. The operation grew from an initial team of thirty colleagues to a mature 600+ FTE operation, supported by structured recruitment, training and workforce planning.
Huntswood implemented continuous improvement initiatives across customer service, complaint handling and vulnerable customer support. This included Hold and Resolve work teams to reduce unnecessary escalations, improved emergency engineer booking processes, and automation across voice and chat channels. Tailored training and performance management focused on empathy, efficiency and first time resolution, supporting both customer outcomes and operational control.
The Results:
- Measurable improvements delivered across cost, customer experience, and operational stability
- £5.6m in savings delivered year to date through process improvements
- 40% reduction in hand offs
- 75% reduction in repeat complaints
- Trustpilot score increased to 4.5
- Customer satisfaction reached 80% despite complex, vulnerable customer needs
- Average team tenure now exceeds two years
- Stable, experienced operation delivering consistent long term service quality