With regulation now extending into the healthcare and telecommunications sectors the way in which customers complaints are dealt with forms an important part of an organisations compliance and customer service policy. Most companies cannot afford to have additional qualified complaint handling teams ready for a surge in complaints should it occur. We believe that a far more effective solution involves clients either outsourcing the entire complaint handling division or alternatively maintaining a static complaint handling resource with the ability to ‘top up’ with short term resources in times of need.
Stamper provides a complete solution to complaints management enabling clients to focus on other core activities within the business. We undertake all aspects of complaint handling from reviewing a sample of complaints through to a fully executed complaints review, process reengineering and ongoing monitoring to ensure relevant standards are met. All of our clients will have different needs and we are able to fulfil these by using only ably qualified complaint handlers (FPC 3 minimum) as either a top up solution or longer term outsourcing partner agreement. Should Stamper be engaged to deal with customer complaints directly then we ensure that the policyholder is dealt with professionally and where possible intend to resolve the complaint to the customer’s satisfaction. This means that clients are not nearly as likely to lose their customer.