Reducing complaints with laser-like determination

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Capita Customer Management 19th October 2018 3 minute read

Reducing complaints with laser-like determination

How can two organisations work together to reduce telecoms complaints to an industry-leading low? Last year Capita and O2 initiated a campaign to drive down complaints levels and turn the telecoms giant into an industry exemplar for customer satisfaction. 

In 2017, the O2 Complaints Improvement Team (CIT) was created by Telefonica as part of their strategy to drive down complaints levels. Although existing levels were already below industry average, the business believed it could go the extra mile to become a shining example of great customer satisfaction. The success of the CIT and the wider Complaints team is a testament to the strong stakeholder relationships within the Capita O2 partnership

Since its launch, the CIT has been closely supported by the Capita O2 partnership’s complaints team, and both teams work collaborate to identify root causes of complaints, find solutions, and deliver complaints reduction initiatives.

Amongst their many achievements, over the past 18 months the joint Complaints team has delivered training sessions to 2,500 advisors across the UK, India and South Africa, created valuable insights to drive down complaints, and achieved a 10% year-on-year reduction in contacts for O2.

As a result of the insight and innovations delivered by these teams, complaints fell by a third within the first year, with a year-on-year reduction rate of 20%. This work has not only involved the teams thinking creatively to fix broken processes, policies and systems, but also posing difficult questions when they need to be asked. The success of the CIT and the wider Complaints team is a testament to the strong stakeholder relationships within the Capita O2 partnership

A full version of the article appears in our September 2018 edition of Intelligence. To learn more about the successes of the Capita O2 partnership, as well as how we nurture and engage our great people, read it here.

 

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