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Economic uncertainty continues to fuel rising complaint volumes while local market fluctuations often create unexpected spikes. Coupled with heightened customer expectations and regulatory scrutiny, businesses must navigate a complex complaints management landscape to ensure efficiency, compliance, and customer satisfaction.
With 28+ years of industry experience and 15+ years of trusted partnerships with major high-street banks, we are the leading experts in complaints management. Built on AI-powered root cause analysis and a consultative approach, our comprehensive solutions deliver unparalleled insight, expertise, and outcomes across the complaints lifecycle.
Reduced complaint volumes
Shorter resolution times
Reduced ombudsman referrals
Improved FCR
Higher customer satisfaction
Define target operating models, improve policies and processes, and provide regulatory assurance, reviews, and advice.
Enable right-sized operations backed by SLA commitments, bespoke MI, right-shoring models, and quality assurance backed by root cause analysis.
Drive flexibility, rapid ramp-up, and recruitment aligned with your business values and requirements.
Enable end-to-end training design and delivery, enhance skills related to policies, processes, and elevate complaints handling.
Our proven operating model leverages three decades of best practices, integrating a Contact Center Team, a 3-Day Resolution Team, and a dedicated Complaints Management Team. The Contact Center Team efficiently classifies and resolves queries, quickly escalating any unresolved complaints to the 3-Day Resolution Team. If issues remain unresolved at this stage, they are handed over to the Complaints Management Team for thorough assessment, resolution, and final response, ensuring a comprehensive approach to customer satisfaction.
Seasoned team of ex-regulators and practitioners in sensitive remediation programs for robust risk assessments and industry-specific insights.
Tailored solutions, including full outsourcing, flexible surge support combined with ResultsCX-managed and client-managed delivery models.
ML-led root cause analysis, automated triaging, GenAI-powered AgentAssist, conversational bots, and omnichannel CX capabilities for enhanced efficiency and customer experience.
We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
