Turning complaints into an opportunity to show customers they’re valued
Everyone hopes their customer complaints will be kept to an absolute minimum. But, as long as they’re handled effectively, when they do happen they can become an asset — a chance to improve your processes, gather learnings and turn customer dissatisfaction into a positive view, increasing people’s loyalty to your brand.
We offer end-to-end services for complaints management to help you unlock these benefits, from outsourced contact handling to data analytics and customer experience transformation expertise.
Offering experienced, empathetic agents and the very latest automation and artificial intelligence (AI) technologies to improve efficiency, we help to diffuse tense situations, supporting the customer to a fair resolution whilst ensuring they have the most positive experience possible. Whether standing up entire contact centres or stepping in with flexible support at peak times, we tailor our complaints handling to reflect your brand and values.
Our data analytics services harness your customer feedback, providing insight to help you improve organisational structure, increase sales and even prevent future complaints happening in the first place.
We also offer consultancy expertise and innovation to completely transform the experience of those customers making a complaint, working collaboratively with you to enhance customer journeys and help differentiate you from the competition.
customer complaints handled every year
years proactively involved in every FCA regulation review
Take inspiration from our ‘Rethinking complaints’ infographic for 5 bite-sized insights to kickstart your complaint services transformation.
Finding customer complaints a headache? They can be a great opportunity to maximise business success, providing rich, valuable data to inform service delivery.