Case Study

Complaint Handling – adding value through process improvement

2016 |

Complaints account for the second highest reason a customer leaves an organisation after price.

We recognised an opportunity for improvement in the management of complaints including improvements to the overall Complaints process incorporating improved visibility, stability, management and reporting of process.

Case Study Outcomes

SkilledAgent

92%

of complaints on Q1 YTD now closed on the day

Analytics

60%

reduction in Priority/serious complaints from Jan-Dec 2016

Click here to find out how we achieved these outcomes


  • NSAI Certificate
  • NSAI Excellence
  • PCI
  • Six Sigma
  • IITD
  • Fetac
  • ISO 27001
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