SERVICES 2018-02-26T09:50:49+00:00

OUR SERVICES

Cynergie

COMPLAINT HANDLING

Cynergie can support regulated complaint handling operations through the provision of either interim resource or via an outsourced business process operation. Our complaint handling expertise spans major regulated industries e.g. Financial Services, Utilities and Public Sector clients including Ombudsmen. We also have significant experience in managing a distributed team of complaint handlers via a “working from home” operating model which has proven highly successful for some clients.

Key features of our service are:

  • Full complaint handling capability – our capability covers the full breadth of complaints handled via bespoke written media or verbal mediated settlements
  • We find the right resource fast – can rapidly access appropriate resources via our extensive network of experienced and qualified staff
  • We can hit the ground running – Our proven training capability enables rapid on-boarding of resource onto client specific work, deployed on or off-site.
  • We know about quality assurance – We can apply our own or our client’s quality assurance approach/process to the checking of cases. Cynergie’s quality assurance framework is tried and tested – it can help you to improve yours.
  • We shift backlogs – highly experienced at methods for clearing complaint backlogs and minimising business-as-usual impact

Contact us to find out more.

COMPLIANCE REVIEW

We have significant experience providing resources for compliance review work and product specific case reviews e.g. suitability assessment – such as:

  • Banking products e.g. Loans, Packaged Bank Accounts
  • Investments review
  • Pensions and annuities
  • Insurance products e.g. general, PPI
  • Consumer credit and debt related complaints
  • Complaints to ombudsmen and regulatory bodies e.g. FSCS
  • Outcome testing
  • Advisor reviews

We can provide temporary staff either on an individual basis or as a managed team, including case handlers, QA, team leaders, managers etc. Our training expertise can help to enable rapid mobilisation, and client specific focus for review work.

Contact us to find out more.

VOICE OF THE CUSTOMER

Our multi-channel customer survey solution arm, Servicetick, can help to provide feedback on customer experience:

  • IVR
  • SMS
  • Online
  • Mobile App
  • Keyword Analytics

Click here to find out more.

CONSULTING SERVICES

Our expertise in Complaint Operations strategy enables us to advise clients on improving their processes and operations. Using our proven knowhow we have had success in delivering the following types of work for clients:

  • Business Process Analysis & Improvement – particularly for Complaint Operations processes,  Compliance Review processes, Staff recruitment assessment and vetting processes (HR)
  • Backlog management – approaches for clearing
  • Training – including rapid onboarding
  • Implementation of Quality frameworks for Compliance and Complaints
  • Change Management, including benefits Mapping and tracking via balanced business scorecard
  • Project & Programme Management (Utilising best practices from PRINCE2/MSP)
  • Business Strategy, Governance & Organisation Change

Contact us to find out more.

Cynergie can help you improve your Complaint Operation – check out our video introduction