90% quality in 12 weeks: how we rebuilt a bank’s complaints system quickly

The challenge:

Our client faced a complex situation. They needed a fully operational complaints team that could manage daily cases – and simultaneously clear a backlog of unresolved complaints.

With over 100 different complaint types, training had to be thorough, clear, and well-organised. In addition, we needed to ensure that every response met strict financial services guidelines, with quality communication and quick turnaround times. The client expected the backlog would take a few months to clear, but we believed we could do much better.

The solution:

We took a two-pronged approach:

• Running BAU operations: We set up a dedicated team to handle new complaints using structured processes and clear priorities.
• Clearing the backlog: At the same time, a focused team worked through the older cases.

From day one, our training and operations centred on five key areas:

• Prioritisation: Agents were trained to work on cases in age order, ensuring that the oldest issues were handled first.
• Quality: We established clear benchmarks so that every response met industry best practices and consumer duty expectations.
• Clear communication: Training emphasised writing concise, easy-to-understand final response letters that prevented confusion and avoided repeat calls.
• Insight-driven improvements: We didn’t just monitor numbers. Our frontline team provided real-time insights that led to practical improvements – such as the introduction of a new goodwill gesture policy. This change helped improve first-contact resolution and reduced overall costs.
• Speed and efficiency: A simple tracking system ensured cases moved steadily through the process, meeting the 56-day resolution standard without delays.

The results:

• Record-breaking backlog clearance: We cleared all backlog cases in just weeks – far ahead of the anticipated time.
• Rapid team competency: Our BAU operation reached full competency within 10 weeks.
• High performance across the board:
  • quality scores hit over 90% within 12 weeks
  • productivity targets of handling four cases per day were achieved within eight weeks
  • we maintained zero unresolved complaints beyond 56 days.
• Operational improvements that stick: Frontline insights led directly to a new  goodwill gesture policy, boosting first-
  contact resolution. This simple change made a big difference in cost management and customer satisfaction.

By combining our Cape Town operation’s rapid scaling with focused training and real-time insights, we turned a daunting challenge into a resounding success. The bank now enjoys a smarter, smoother complaints handling operation that not only deals with today’s issues but is also better prepared for tomorrow.