Award winning complaints handling

There can be little doubting that consumer confidence and trust has suffered in recent times.

Paying attention to the way complaints are handled is an extremely important customer interaction to get right if we are to restore consumer trust and confidence

What is often not understood when designing a complaints interaction is that, when complaining, customers are in a heightened state of tension and are not in normal customer mode.

Procter’s pedigree lies in working closely with clients to deliver customer-focused cultures and bottom line results through engaging your people to have meaningful conversations with your customers.

This includes extensive experience of working with complaints teams in various marketplaces including regulated financial services environments.

Our work typically drives KPI improvements such as increased first contact resolution of complaints, reduction in escalated complaints, reduced cost to resolve complaints and increased customer satisfaction.