Take a digital walk-through of our custom-built case management system from the eyes of a consumer and a business user.
For energy and communication providers
Take a digital walk-through of our custom-built case management system from the eyes of a consumer and a business user.
We’ve created a digital, efficient and transparent way of resolving complaints in our new case management system. Your complaint handling teams have access to the consumer’s evidence, helping them to look at things differently and understand better. One of the key features is that you have the chance to repair the relationship with your consumer and build on trust.
In this face to face training session, we’ll create real-time test cases so that case handlers can navigate their way around the system and become familiar with its features and benefits. Guidance is provided on the four sections of the customer journey, how to propose facilitated complaint resolution (FCR) and frequently asked questions.
Attendees are given the opportunity to ask questions and to explore user feedback, to pick up quicker ways of working and how to optimise the features of the system. As a result of the training, users will become more proficient with the system and how to typical tasks and customer queries. Combine this with supplier and sector-wide data and you should be able to identify root cause issues.
Duration: 2.5 hours
Level: Beginner and intermediate. Experience of the OS case management system required.
Suggested attendees: Complaints/case advisors, team managers, operational managers, customer service managers or equivalent.
Please note:
• Session uses example complaints and cases. Any data used in the sessions will be anonymised, it is not real.
• Sessions are not sector specific. Attendees may be from either the energy or communications sectors.
• This session does not cover analysis of the CMS dashboard data.
• Available for members only.
Our Case Management System (CMS Introduction / Refresher - Training Module is available to both energy and communications suppliers. Before we can get you started with this training, please speak with our dedicated Account Consultants.
Call: 01925 773921
Email: OSAccountManagers@Ombudsman-Services.org
Become a member to meet you regulatory needs and access a world of unique services and benefits. Please fill in the simple form below and a member of our team will be in touch.
As a fully onboarded member of a scheme you will also have access to several different training materials and assets such as:
Call: 01925 773921
Email: OSAccountManagers@Ombudsman-Services.org
Published on: 06/08/2020
Businesses benefit from consumer patience as Covid-19 prompts unprecedented drop in complaint numbers.
Published on: 27/07/2019
As you know, here at Ombudsman Services we like to hear your feedback, to recognise where you say improvements and beneficial changes have been implemented and where further focus is still required.
Published on: 03/08/2019
The number of complaints resolved by the Energy Ombudsman increased by 25% last year to nearly 57,000, as consumer demand for the service grew. These figures and more are contained in the 2019 annual energy sector report published by Ombudsman Services.