Member case study

The TIO often sees examples of good industry practice from its members with respect to complaint handling processes.

The case study below was provided by a TIO member that has advised the introduction of a First Call Resolution Process has resulted in a decrease in complaints:

First Call Resolution Process

Whenever a representative takes a call, they leave a unique footprint in each account. Regardless of whether they leave notes or not, their footprint is still detected. The system we have in place picks up whether the customer calls back within a three day period and flags it in a daily report. We then have representatives assigned to investigate the cause for repeated calls into the centre. This also extends to calling these customers if we can see that the issues remain unresolved.