Case Study - Top 5 UK Bank

Complaint handling

Challenge A top 5 UK bank’s call centre team members were miss-categorising a high percentage of customer calls as complaints. Customers were calling for advice, not to complain, but this miss-categorisation led to some form of compensation being paid, with the cost of these calls running into millions of pounds. Solution After liaising with the FCA, complaints were benchmarked against industry peers and inconsistencies and flaws in the process were found. The client’s L&D team put together a training programme to address these challenges and worked with DSW to source Coaches and Trainers to support training for all call centre and face-to-face teams. Outcomes The bank’s call KPIs changed from red to green following successful delivery of the training interventions.