Challenge
Our client was recording a high number of complaints and wanted support in identifying where and how to make rapid improvements.
Solution
BFY utilised its team of subject matter experts to conduct a rapid review of the supplier’s approach to recognising complaints.
We ran workshops with the client’s regulation and compliance teams to assess its interpretation of the Ofgem regulation and challenged their thinking on how this should influence processes and guidance to front line agents.
Results
A new complaint recognition process was formed and rolled out across the business, leading to a 33% reduction in complaint volumes for the following quarter.
