As much as we may not want it to be, complaints handling is a key component of a customer service function. Customers expect their communications to be dealt with quickly and efficiently. However, focusing on complaints administration uses valuable internal resources that could be better deployed elsewhere.
SPS works with over 100 clients in the BFSI sector, leveraging intelligent automation technologies, optimised business processes and access to a global talent pool. Through outsourcing your complaints process to SPS, you can concentrate on your core business activities, assured that SPS will deliver exceptional service to your customers and new efficiencies to you.
LEADING UK UTILITY COMPANY
In response to regulatory warnings regarding its customer experience, this leading utility company focused on improving its complaints process. Since outsourcing its complaints function to SPS, process improvements have led to customers’ emails and letters being processed more efficiently.
A semi-automated complaints management solution to achieve efficient customer communication