Financial Services Company

Our client is one of the UK’s leading personal financial service companies and is the second largest mortgage lender in the UK.

We have been in partnership with our client since 2006, providing in-sourced contact centre solutions to service their retail customers with enquiries ranging from account maintenance through to interest and bond enquiries.

The challenge:

• Assist with the delivery of service levels which were under severe pressure and affecting customer experience on ISAs at financial year end
• Ensure a reduction in the number of complaints which were not being resolved within the required FSA guidelines
• Provide a long term solution which would create capacity internally for headcount redeployment on both ISA and complaints
• Up-skill 150 staff within 4 weeks with no compromise to service levels
• Reduce the cost to serve

Our solution:

• Intensive training programme for cash ISA delivered within 3 weeks for 150 staff plus management
• Up-skilling in complex complaint handling and resolution
• Technical specialists providing floor support to the operational team
• Maintenance of business as usual metrics during a critical time of year

Results included:

• 20% to 80% improvement in Cash ISA calls answered within service level
• 26% to <3% per month reduction in the number of complaints which were deemed as breach
• Over £500k annual saving to client through redeployment of its internal headcount from non-value activities

Download the full story - Retail banking case study (pdf 260.31 kB)