Service Industries
Transforming customer service and company fortunes
Our client, a major insurance company, had launched a home repair scheme to speed up claims and cut costs by using preferred contractors. They appointed a construction company to set up and manage a call centre and a network of ‘approved’ home repair subcontractors. Post launch, customer complaints for poor service shot from 4% to over 30% and the scheme was losing £4.1m per year.
We achieved a rapid turnaround in performance by focusing on a number of key issues. As well as introducing robust quality assurance processes, we recruited and trained a team of Territory Managers and gave existing subcontractors ‘hands-on’ customer care training. Following these changes, the scheme moved from losses of £4.1m p.a. to profits of £9.3m, and during the same period customer complaints dropped from over 30% to 2.4% - lower than before the scheme was initiated.
