A lack of complaint handling capability will always result in poor service, but imagine the impact for a company facing a huge backlog of complaints.
Huntswood was approached by a company which handled information requests under the Freedom of Information Act (FOI), but due to a public awareness campaign, they were overwhelmed by a rising number of requests which lead to delays, complaints and huge backlogs.
With this in mind, Huntswood implemented a new triage approach to clearing the backlog as well as bringing in expert case handlers and a project manager to fix the immediate crisis. This was suplimented by a bespoke training program to achieve a long-term solution to the authorities’ challenges.
Phil Fox, Director of Operations says “the triage approach adopted by Huntswood had demonstrated a complete understanding and experience of complaint handling through aligning their knowledge to the client’s processes and procedures. The backlog was significantly reduced, leaving the client’s in-house team in a more steady position.”
Would you like to understand how similar transformations could be achieved for your organisation? In the current climate, losing new and current clients is not an option, but now is the time to review and improve your customer experience.
By Erika Raigoso.
