Helping a FTSE 100 client resolve their seasonal complaints backlog

The challenge

Our client, a FTSE100 energy business had been inundated by seasonal complaints resulting in a large backlog. They needed to mobilise a team of experts to respond to their customers fast, to resolve their dispute and to prevent any reputational impact associated with issues being escalated to the Ombudsman.

The solution

• Davies Resourcing worked closely with our client to design a bespoke operational solution focused on enhancing Customer Satisfaction and reducing the Complaints Backlog
• We mobilised a team of 90 specialist complaint handlers screened for both sector knowledge and cultural fit, they were ready within 4 weeks of the request for help
• We put this team through a stringent route to competence framework
• We also provided a management capability through Team Leaders, QA specialists and Operational Leadership
• Beyond providing resource, we provided day to day management of the operation and provided regular MI updates to ensure full transparency

The outcome

94% - the pass rate on the Quality of Customer Outcomes

18,739 – the number of complaint resolutions (within 6 months)

10,727 – the number of complaints resolved over 8 weeks old

26,432 – 3,126 – Volume of complaints in the queue (within 6 months)

85 – the number of positive customer feedback emails we received

• 94%

  Pass rate on the Quality of Customer Outcomes

• 18,739

  Complaint resolutions (Within 6 months)

• 85

  Positive customer feedback emails we received