In their presentation to judges at the gala awards event in London this month, Giffgaff and Firstsource delegates discussed a “game changing strategy” that transformed how the complaints team communicated with the wider frontline staff.
New techniques introduced included a two-way feedback system to help “nip complaints in the bud” before they were categorised as such.
A Giffgaff/Firstsource spokesperson said of the changes:
“It’s a best-practise approach that’s clearly worked. In a recent survey, 100 percent of frontline staff agreed that the complaint team is excellent at collaborating with hem, with this result inevitably contributing to the new record low that Giffgaff is now witnessing in its complaint volumes and Ombudsman referrals.”