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.