What they needed
Following the successfully delivery of three other programmes of work, our client sought support from Momenta to resolve a cohort of 450 consumer complaints.
The cases related to alleged product mis-selling and credit file complaints, which had breached the client’s 8-week SLA for resolution.
All complaints needed to be resolved within a maximum period of 12 weeks.
How we helped
Resourcing Plan: Momenta deployed a team of Complaint Handling specialists with a Team Leader to take full ownership of the ringfenced complaints – from allocation, to investigation, through to resolution
Quality: We implemented robust controls to ensure the client’s quality standards were maintained, while clearing the backlog and ensuring no further regulatory breaches
Training: Tailor-made training & accreditation was completed over 2 weeks, with each Case Handler being accredited ahead of plan
SME Expertise: We placed highly experienced individuals to support our client in the design of processes to support future customer complaints
The outcome
The project was completed within 11 weeks, delivering a record number of resolved complaints ahead of our client’s target
Due to Momenta’s efficiency, the client was able to increase the daily production target for their existing staff and reduce operating costs
Following outstanding QA results, Momenta resources were deployed to deliver training to our client’s internal teams