Customer Complaints

Topic Views - 186

Operations Manager

NHS Business Services Authority


I work in a contact centre where we have recently set up a team to deal with all customer complaints.

I was looking to benchmark on how complaints are dealt with and I would appreciate any insight on the following:

If a customer calls/emails and wishes to escalate - who does this get passed to?

What is the time frame for a callback?

Digital Marketing Specialist

Proglobal Business Solutions

Floor supervisor. If not, the Manager.

Time frame will be minimum 24 hrs

Operations Training Officer

Call Centre agents attemps to deal with complaint.

If not, then passed to Team Leader to resolve.

If not, then to the Customer Service Manager.

Finally, Customer Relations team.

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