- May 20, 2024
We are thrilled to announce that for the second year running we have been named as finalists for the prestigious MCA Awards! The MCA Awards celebrate the very best of the UK’s consulting industry, showcasing outstanding examples of excellence, innovation, and positive impact on society.
As part of the ‘Performance Improvement in the Private Sector’ category, the nomination recognises our work in the long-term savings and retirement industry alongside leading life and pensions company, ReAssure (part of the Phoenix Group). The project up for nomination – Optimal Customer Routing – focused on three key workstreams:
- Resolve – minimise the unnecessary handoff of work items between people and teams, to stem the flow of work into the Back-Office
- Reassign – ensure work is consistently sent to the right people, first time, and ensuring the right behaviours and appropriate ownership to complete work at the first possible touch point
- Reduce – improve the customer journey and appropriately manage customer expectations reducing repeat contact into the business.
The hard work and dedication shown by the ReAssure teams resulted in a 25% increase in First Point Resolution (FPR), 34% reduction in proliferation of work and a 21% reduction in volume of repeat calls. The benefits impacted three groups: customers, with improved customer journeys; colleagues, through greater ownership and satisfaction in the job; and the business, through optimised cost of delivery.
As a consultancy, our goal is to help our clients achieve their goals and drive meaningful results. Following receiving a ‘Highly Commended’ award last year, being recognised as a finalist again this year is an affirmation that we are succeeding in this mission, and we are honoured to be named among such esteemed company.
We want to take this opportunity to thank our clients, our partners and our team for their hard work and dedication to making this achievement possible. We look forward to celebrating with the other finalists at the MCA Awards ceremony and continuing to deliver exceptional results for our clients in the years ahead.