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.
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
Pass rate on the Quality of Customer Outcomes
Complaint resolutions (Within 6 months)
Positive customer feedback emails we received
" Close oversight and a strong cultural fit has ensured the right customer outcomes!"