Our client, a large financial services company, decided to outsource their Business Review activity to Hazell Carr. We provided over 200 experienced call centre technicians and case-handlers across several of our sites to review the client’s cases.
This involved:
- handling customer queries
- making decisions according to the criteria specified by the client
- sending out settlement letters
- liaising with the Financial Ombudsman Service where necessary
Thousands of customers each month experienced an improved customer experience and prompt and consistent complaint resolution.