Outsourced complaints handling approaches

Outsourced complaints handling approaches

A large outsourcer of banking administration services wanted to create a best practice approach to complaints-handling to offer its banking clients.

It was concerned that clients were asking it to follow a range of different practices and was worried that this was inefficient and may not reflect good practice. It wanted to offer a common platform approach to handling banking complaints which was more efficient internally and which could be presented to clients as best practice.

We undertook a review of the current approaches and worked with the client to develop best practice policy and procedure which it could offer to all clients. The effect of this was to reduce the cost and confusion of different approaches for each client and it was able to win the confidence of clients in new business pitches and win new work.

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