ACHIEVE BETTER OUTCOMES
There are many factors that lead firms to outsource their operations and several considerations to work through before making the leap.
Firms are increasingly seeking a blended, flexible solution whereby specific elements of a business function are outsourced, while others are retained in-house. Here at Huntswood, we can seamlessly integrate people, processes and systems into areas where they will make the most impact.
Our considerable experience means that we understand the inherent challenges that come with operational process outsourcing and are well placed to help navigate you through this journey.
The transition and transformation of 1,200 FTE outsourced operation following incumbent underperformance
A suite of services for any operational need
Support your business as usual operations or react quickly to spikes in complaints volumes to ensure you maintain excellent levels of customer service
Dig deep into the customer experience, identifying and assessing customer risks throughout the product lifecycle
ROOT CAUSE ANALYSIS
Identify and resolve past issues. Also, evidence the delivery of consistent and fair outcomes for customers
PROCESS DESIGN AND REVIEW
Focus on the key drivers in your business to transform your operational processes and ensure the right outcomes are delivered at the right time and to the highest quality
REGULATORY AND OPERATIONAL TRAINING
Raise your level of regulatory compliance and / or operational efficiency, helping you get more out of business-as-usual activity
FINANCIAL CRIME AND ALERT MANAGEMENT
With a clear understanding of the threat landscape, ensure that your operation is secure
The whole Huntswood team has proven to be professional and efficient within every work stream presented to them, with the biggest asset of the team being their versatility while still maintaining above expectation performance.Head of Retail Innovation Team, leading UK retail bank
The project has run incredibly smoothly, which reflects great planning and great commitment to pro-actively resolve any issues … Good collaborative planning was at the heart of the operation. It primarily ensured our customers received an outstanding service but also helped us convey confidence to regulator and all the internal stakeholders.Operations Director, leading UK merchandise retailer
Huntswood is able to handle rapidly changing priorities and react quickly to our needs and also challenge us on proposed course of action and the implications involved.Senior Manager, Customer Service Recovery, leading UK retail bank
Our challenge … has been extremely demanding and Huntswood has had to deal with a rapid upsizing of the ongoing engagements, taking the number of deployed staff from an initial 16 to 174 in a very short space of time. The hassle-free experience has been testament to Huntswood’s organisational and management skills.Senior Manager, Customer Service Recovery, leading UK retail bank
THE HUNTSWOOD DIFFERENCE
We offer an end-to-end service encapsulating all aspects of business processing. Or, depending on your needs, we can supplement your existing operation with 'component' solutions. We can provide:
Inbound and outbound telephony and offline mailing via our dedicated contact centre and mailroom
High-quality human resource trained, vetted and committed to delivering your operation
Expertise in process re-engineering to ensure your processes are as efficient and effective as possible
Flexible working solutions
We enable our workforce with flexible in-office or remote capabilities that cater for various scenarios.
Multichannel communication tools and processes
Case management and workflow systems to manage documents and data
Robotic process automation integration to ensure efficient and effective workflows
Support your customers in a timely fashion, deliver good outcomes and benefit your business
Customer contact centres
Eliminate the contact centre queue and see customer satisfaction rise as a result
Case Management Systems and Technology
Technology solutions for any operation, ready to be deployed
Collections and Recoveries
Ensuring fair treatment of customers in financial difficulty
Recent complaints improvements for clients
Huntswood has worked with clients to realise the following benefits
Huntswood Increases customer trust in a major water provider, taking them from bottom to top of the satisfaction league table
Delivering operational, consultancy and process improvement expertise to transform a water supplier's approach to customer service.
Case Study: Huntswood Delivers High Quality Complaints Handling
Supporting a leading retail bank to increase its new business checking capacity following regulatory scrutiny
Complaints Outlook 2022 Launch Event - Martin Dodd, Implementation and Impact
Watch an excerpt from our Complaints Outlook 2022 event, where Martin Dodd, Huntswood's CEO, speaks more about the key findings of the report, and how they can be implemented to improve customers' complaint journeys.
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