The Challenge: The client needed a trusted partner to: Deliver a fully assured complaints handling approach aligned with regulatory expectations. Rapidly recruit and deploy a skilled team to meet business-as-usual (BAU) standards. Improve speed to competence and productivity. Maintain high compliance and quality standards while managing cost pressures. Our Solution:
The Challenge: The firm required a trusted partner to manage rapid growth and maintain high service standards. Key challenges included: Scaling operations from 30 colleagues to over 1,000 FTEs. Improving customer experience for a predominantly vulnerable customer base. Reducing operational costs while maintaining quality. Addressing inefficiencies in engineer appointment processes
The Challenge: The firm faced a high number of customer service complaints, which negatively impacted customer experience and brand reputation. Key issues included: Knowledge Management: Outdated and hard-to-find articles slowed resolution. Opportunity for enhanced empathy training and knowledge checks. Non-Customer Service Issues: Limited visibility of engineer appointments and stock availability
Our journey: from delivering customer service in the UK, to migrating services to our Centre of Excellence in South Africa. SCENARIO: As a result of our partnership, which included the controlled migration of services to South Africa, multi-skilled advisors now handle a wide range of tasks and enquiries, enabling greater
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
The Challenge: The client needed a rapid deployment of skilled customer service agents to handle increased call volumes and deliver agreed messaging to customers. The solution had to be implemented within an extremely short timeline while ensuring quality and compliance. The Solution: Huntswood deployed 30 front-line telephony agents within five
The Challenge: The client needed an urgent solution to manage the surge in customer calls and chats, clear the backlog, and maintain service quality during peak trading periods. The solution had to be implemented quickly and include multi-lingual capability to support a diverse customer base. The Solution: Huntswood implemented operations
The Challenge: The client required a partner that could operate during non-standard hours and scale quickly to meet demand. They needed a motivated workforce, rapid deployment, and assurance that quality standards would remain high despite a compressed training schedule. The Solution: Huntswood delivered an engaged and flexible team from its
The Challenge: Our clients faced multiple challenges including high volumes of complaints escalating beyond first contact, low quality scores, lengthy turnaround times for escalated actions, and high referral rates to the Financial Ombudsman Service (FOS). These issues were impacting customer satisfaction and regulatory compliance. The Solution: Huntswood delivered a series
The Challenge: The acquisition created capacity issues within the customer services department, leading to increased pressure on voice channels, inefficient processes, and longer handling times. The client needed a solution that would improve efficiency, enhance customer experience, and optimise channel usage. The Solution: Huntswood implemented a multi-channel service supported by
