We’re excited to announce that QASSS (QA Scheme Support Services) that operate DGCOS, HIES and HICS has been announced as 2020 winners of the ‘Contact Centre Special Moment’ award at The Top Companies for Customer Service Awards. This is a fantastic result highlighting our industry-leading complaint handling and alternative dispute resolution (ADR) services.
Our ‘Resolution Revolution’ entry outlined a key project undertaken in 2019 by our ADR team to reduce our average dispute resolution time. We felt that an industry average of over 2.5 months was far too long to resolve a dispute (CTSI reported average resolution time is 80 days(1)). We knew that we could drastically improve both member and consumer experiences by making the journey for consumer complaints hassle-free and super quick.
We set a target to achieve an average of 5 days to resolve disputes before December 2019. Our ‘Resolution Revolution’ project was really successful, reducing our average dispute resolution time to 4.2 days in May and reducing further down to 3.59 days last summer.
What does this mean for members and installers?
Where there has been a dispute between a member and a consumer, they can both expect their complaint to be dealt with 40x quicker than the UK average of 80 days (CTSI Report, 2018). This represents the focus of the ‘resolution revolution’ project which was to radically speed up the dispute process.
Ciarán Harkin, Managing Director at QASSS, commented, “I am over the moon to win this award from the Top 50 Companies for Customer Service. I’m also pleased with the fact consumers and members across our home improvement, renewables and glazing schemes can benefit from super quick dispute resolution times. Well done to Charlotte Pilkington (Dispute Resolution Manager) and her team. They have all worked so incredibly hard.”
(1) CTSI report, 2018