Customer complaints can be extremely expensive – both directly and indirectly.
For starters, they cost your employees' time to resolve. Anything that can speed up this process will save your company money.
Complaints can also have an indirect cost to your organisation through increasing customer attrition. Fail to satisfy an upset customer and you'll never see them again. And it's likely they'll tell other people – further damaging your revenue and reputation.
The other cost of complaints comes through fines for non-compliance. Regulatory bodies in a variety of industries are clamping down on organisations that fail to fulfil their duties regarding customer complaints. Charter Continuum can help reduce the cost of customer complaints:
- it's fully automated and can remove the need for much manual intervention in your complaints-handling procedure
- it will demonstrate speed and professionalism, satisfying your customers and minimising the chances of recurring complaints
- we can configure Continuum according to any regulatory regime – we have a wide range of customers in the most highly regulated industries including financial services, utilities and transport – minimising the risk of penalty.
One of our clients, a leading retail bank, has cut the cost of complaints by an estimated £4 million. On average, deploying Charter Continuum starts to pay off just six months from the date of implementation. Whatever the size of your organisation, the cost savings of using Continuum will be significant.
