Giffgaff/Firstsource: Gamechangers in Complaint Handling

February 27, 20182min

An overhaul of how complaints are dealt with has earned mobile provider Giffgaff a UK Complaint Handling Award along with the firm’s outsourced contact centre provider Firstsource.

The companies were finalists in the Best Personal Entertainment & Telecoms category, where they faced stiff competition from EE and BT Business and Public Sector Complaints.

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.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME



Contact Information

For article submissions:
Editor
Paul Ainsworth
editorial@cxm.co.uk

For general inquiries, advertising and partnership information:
advertising@cxm.co.uk
Tel: 0207 1932 428

For Masterclass enquiries:
antonija@cxm.co.uk
Tel: 0207 1937 483

Customer Experience Magazine Limited
Acacia Farm, Lower Road,
Royston, Herts, SG8 0EE
Company number: 7511106


Newsletter