the complaints department that generated complaints

The situation: A complaints department set up to deal with mortgage sales-related complaints department was struggling with the demand. This lead to involuntarily breach FOS guidelines on response times, leading to futher complaints,about the complaints!

The approach: Structured mangement of skills and work supply. Put simply, stop your bottleneck resource spending time on tasks that others could do. Develop a management system for tracking and controlling the work through the department. Redesign the physical workflow of documents to ensure your most valuable resource is always supplied with the right materials to do their jobs efficiently. Measure performance in a fair and honest way.

The impact: Output increased to 270% of baseline, staff attrition dramatically reduced, backlogs reduced to within FSA guidelines,improved case defence rate,reduced FOS overturn rate, annualised benefit – £3 million.

If this sounds like the sort of help your organisation would benefit from, great, give us a call and have a conversation about whether our service would be suitable for you.