What do we offer?

Businesses are under more pressure than ever to react rapidly to complaints and resolve issues quickly to build trust and maintain customers. KPMG Managed Services helps firms by taking on and transforming their complaints handling processes as an outsourced operation.

We believe the powerful combination of the right data, tools, technology and expertise can play an integral part in achieving complaints handling excellence. Our approach focuses on helping firms to tackle increases in volumes, challenges around the customer journey, product suitability and identifying vulnerable customers, and clearing backlogs. We bring our regulatory, operational and customer subject matter experts from around the firm to re-focus the client’s complaints journey to deliver quality outcomes for customers and the Regulator, and deploy automation to reduce costs and drive efficiency in complaint identification and rectification. 

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How do we deliver complaints handling operations?

We have been running outsourced operations for clients for 10+ 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;

  • 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 

Delivery centres

Our operations are delivered from KPMG’s global network of delivery centres, including in New Delhi and Bangalore, which are a mirror image of our UK centres in Leeds and Glasgow. We design and handle all aspects of the customer journey, including contact strategies, complaints investigation and redress, and can rapidly mobilise a customer contact centre onshore to complete large customer outreach exercises, leveraging omni-channel capability to manage contact with customers. 

Automation

Our data and technology experts can provide robotics and AI, leveraging root cause analysis to capture themes and trends, as well as use customer feedback to improve the experience and provide actionable insights to feed back into product and service governance. 

Skilled resources

We bring experienced complaints handlers who have worked on Managed Services engagements before to staff the operation, and our skilled in-house training team to deliver training. Quality is at the heart of our operation and we embed SMEs in the operation to drive right-first-time quality outcomes in the operation. The key benefits of our approach can include:

  • Reduction in headcount and cost though automation
  • Increased quality outcomes to reduce need to re-work
  • Improved customer experience through omnichannel communications
  • Fair treatment of customers with auditable record keeping for the Regulator
  • Allows clients to focus back on other ‘value add’ activities to grow the business

Alliance technology to drive automation

KPMG Managed Services has formed an alliance with Aptean Respond to provide a complaints management solution which helps to delivers a seamless, compliant and auditable workflow technology as part of the end to end complaints handling managed service. This includes customisable workflows, templates and escalation paths as well as personalised dashboards and root cause analysis to spot trends and identify themes from complaints. With an open API for integration with third parties and modules for gathering feedback and tracking vulnerable customers, this technology can be tailored to any sector or industry, aligning with client requirements.

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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