Improve complaints management
Customer Complaints
Reduce complaint volume for business wide benefits
Failing to correctly manage customer complaints can seriously harm your business reputation and drive a significant increase in your cost to serve.
Complaints represent a wealth of insight into the root cause of problems across your business. BFY identifies these underlying problems and supports process improvements to reduce complaint volume.
At the same time, we can improve your complaint handling procedures and upskill agents to improve complaint management speed and effectiveness.
Example support scenarios:
- You have a backlog of complaints requiring urgent intervention
- You need to reduce the in-flow of complaints by resolving root causes around your business
- You need to upskill the capability of the people handling your complaints, both on your front-line (customer service) and your escalated complaints handling teams
- You need to use data analytics to support pro-active working, and automation, of exceptions
Meet the team
Our Customer Complaints experts
Leanne Armstrong
Senior Consultant
Leanne helps clients to achieve operational excellence through demand reduction, process optimisation, and cost to serve initiatives.
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Lauren McCullough
Manager
Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.
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Kev Brown
Manager
Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.
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Joseph Cooper
Manager
Joseph supports our Retail clients to improve their operational processes and business performance.
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Craig Sutherland
Senior Consultant
Craig has experience working on both large and small-scale business transformations, IT and people migration programmes, change management and leading cultural transformation.
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Wade Robertson
Consultant
Wade works with clients to improve processes and customer journeys.
View ProfileCase Studies
Celebrating our clients' success
BFY helps medium sized supplier reduce complaints by 33%
Our client was recording a high number of complaints and wanted support in identifying where and how to make rapid improvements. A new complaint recognition process was formed and rolled out across the business, leading to a 33% reduction in complaint volumes for the following quarter.
Large supplier complaint management efficiencies deliver £250k in year benefit
We helped our client understand its cost per complaint, highlighting cost reduction opportunities through our complaints model. We designed cross-function processes and communication to reduce non-value add interactions, along with an improved approach to customer contact.
Large supplier gains £0.4m reduction in Ombudsman fees
BFY did a collaborative data review with the Client, before completing off site analysis and call listening activity for customers who took their cases to the Ombudsman.
Latest news
Insight from Complaints experts
Save time and money by reducing your contact to complaint ratio
Although a standard customer service call is relatively inexpensive to service, complaints cost a lot more due to their higher staff costs, ongoing payment challenges and Ombudsman fees. To save money, some suppliers develop their operations to reduce the incidents of contacts that become complaints.
How empowering your frontline team increases first contact resolution
When a customer contacts a supplier to complain, the best journey they can experience is for their issue to be resolved there and then. It is also the best option for the supplier. Complaints not resolved immediately tend to drag on and cost significantly more to service. It is in everyone’s interests to resolve the issue on that first contact.
How managing a customer’s complaint effectively can lessen the risk
Losing contact with a customer is a painful experience for both the supplier and customer. It usually occurs when a supplier has invested a lot of effort into trying to reach a customer about their complaint being resolved and they have had no response. Unfortunately, in many cases the customers issue will not be resolved which may lead to further problems for suppliers during the process.
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