Transforming customer service through effective processes and controls.

Process design and control have always been important at Hazell Carr. Our company was founded in reaction to a national requirement to review vast numbers of customer sales and complaints. Building an effective process solution was absolutely key to our ability to complete over a million customer reviews, for a wide range of different clients.

Our process solutions include:

• procedural design and control - with the inbuilt ability to vary procedure at client level
• case audit controls, showing the process followed on a case-by-case basis
• training and competence regimes
• a rigorous performance and quality management system
• bespoke work tracking and management information systems

Having developed such a successful solution, we quickly realised that all our infrastructure, expertise and skills could be flexed to support a whole range of process activities, from new business enquiries, right through to customer service issues, complaints and claims.