At KPMG Managed Services, we help firms by taking on and transforming their complaints handling operation.
Through combining our flexible resourcing, technology enablers, data insights and SME knowledge, we can transform your operations to tackle changes in volumes, challenges around the customer journey, product suitability and identifying vulnerable customers, as well as clearing backlogs.
We bring our regulatory, operational and customer subject matter experts to re-focus the complaints journey to deliver quality outcomes for customers and the regulator and improve operational efficiency through deployment of automation to support complaint identification and rectification.
How we tackle your pain points
- Resourcing – We have a team and network of highly skilled and experienced associates, with the ability to scale rapidly in a controlled manner.
- Automation - Our technology accelerators support clients in automating the end to end remediation journey, through determining the population and automated chaser cycles.
- Digital journey - Our solutions are omni-channel enabled, allowing outreach interactions based on the customer preferred format; from mobile accessible digital portals, email, letter, telephony or SMS communcation.
- Reporting – We have reporting capabilities which are designed to provide users with a suite of meaningful metrics and real-time insights. Designing bespoke reports is quick and easy to do.
Benefits
KPMG Managed Services can support you immediately with any business requirement across the end-to-end complaints handling process – from technology to people. We leverage our operational expertise gained from delivering these services for a variety of clients over the previous 12 years.
We have extensive Managed Services Complaints experience, having reviewed 700,000+ cases with banks and insurers since 2011.
Experience
Our SMEs will be embedded to understand your existing policy and end-to-end processes to identify any process efficiencies to reduce Average Handing times.
Process Efficiencies
We can bring a range of technology enablers to enhance your existing technology including workflow tools or modules such as our Complaints AI tool.
Technology
We understand the Regulator’s expectations and how firms must think more widely about their customer journey.
Good Customer Outcomes
We have a large pool of resource including industry SME’s, our Financial Services Academy and skill case handlers.
Resourcing
Our Skilled Resources
We can help you deliver high quality operations through our SMEs, our Financial Service Academies and Skilled Associates.
Subject Matter Experts
Subject Matter Experts
Our Complaints Handling SME’s have a wealth of experience delivering large-scale, complex customer engagements including BAU operations, large spikes in customer queries, and remediation of backlogs.
Financial Services Academies
Financial Services Academies
Our academy analysts have undertaken an extensive training programme, whilst working on live projects. All our analysts are working towards CeMAP and CIFAS, and have been guided by our Conduct and Remediation SMEs.
Skilled Associates
Skilled Associates
Our Conduct and Remediation Network of skilled associates is a flexible resourcing pool including complaints handlers, QC and team leaders. This allows clients to rapidly ram up or down their operations.
How do we deliver complaints operations?
We have been running outsourced operations for clients for 12+ years, and our tried and tested approach helps to ensure a rapid and controlled mobilisation, led by our team of operational management with 30+ years of experience. We have supported financial services clients on high volume PPI complaint handling and more recently have been delivering.
- Multiple product complaints handling for UK Retail Bank
- BAU complaints handling on products for a large insurer
- COVID-19 travel insurance complaints for a large insurer
- Claims and complaints handling for a consumer high street lender in Administration
- Completing an operational review of a tier 2 bank’s complaints processes
Get in touch
KPMG's Regulatory, Customer, Technology and Managed Services teams have detailed a practical guide to achieving customer resolution excellence. To hear our insights and download the whitepaper, please visit our Why Customer Resolution Really Matters page.
To discuss how we can support you with complaints handling, please get in touch with the Managed Services team and we will be happy to set up a conversation.
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