At One Point One, we understand that handling customer complaints and disputes can be a challenging task, particularly for companies in the BPM industry. To ensure a positive customer experience, it’s crucial to approach complaints and disputes in a structured manner.
Our approach to Complaints and Dispute Management involves designing, implementing, and improving business processes that enhance the overall customer experience while protecting your brand equity. We believe that effective complaints/dispute management requires identifying the root cause of the issue, analysing its impact on your business process, and implementing corrective actions to resolve it.
Our structured approach consists of four steps. Firstly, we focus on identifying and reporting the dispute to relevant stakeholders promptly. This involves reviewing the scope of work, key trigger events, and process outliers to identify the root cause of the issue.
Secondly, we assess the dispute to determine its impact on the business process. We use multiple data sets to build correlations and identify the root cause of the dispute.
Thirdly, we develop and implement a corrective action plan that maps the process, identifies the repeatability and consistent variable, and is mapped with timelines. This helps to reduce complaints and disputes and improve your resolution management program.
Finally, we monitor the effectiveness of the corrective action plan and review the dispute management process to identify areas for improvement.
We believe that effective complaint/dispute management requires collaboration among different stakeholders, including process owners, IT professionals, and customer service representatives. We use appropriate tools and technologies, such as process mapping software, data analytics tools, and customer relationship management (CRM) systems, to ensure that our approach is efficient and effective.
To stay ahead of the game, we adopt innovative methods for customer complaint/dispute management. Our automation tools, such as Robotic Process Automation (RPA) and Artificial Intelligence (AI), help identify and resolve disputes faster and more accurately, reducing the need for manual intervention. Predictive analytics is used to identify potential disputes before they occur, and we recommend self-service dispute resolution management systems that allow customers to initiate disputes and track their status through online portals and mobile apps.
At One Point One, we help our clients to reduce the time and cost associated with complaints/dispute resolution while improving customer satisfaction and operational efficiency. With a structured approach to complaints and dispute management and the use of innovative technologies, we ensure a positive customer experience and protect your brand equity.