Complaint Handling awards 2022

Civica Customers Triple Winners at UK Complaints Handling Awards ‘22

Civica, one of the UK’s largest software companies, and its customers were recognized with three of the major awards at the UK Complaint Handling Awards ’22

The UK Complaint Handling Awards is the premier awards program dedicated to recognising complaint handling excellence.

Increasing levels of customer service expectation, has placed greater pressures on contact centres. These pressures can be relieved by contact centres having the best possible management systems. The Complaint Handling Awards bring together all those involved to show these achievements in customer support the recognition they deserve

Civica customers receiving recognition at the awards ceremony were multinational telecoms company Vodafone and retail financial provider Tesco Bank.

Vodafone in partnership with Civica won the Gold Award for Best Complaint Handling – Utilities, and also received the Silver Award for Best Use of Customer Insight & Feedback.

Tesco Bank, also assisted by Civica Case Management, were recognised with the Silver Award in the Best Complaint Handling - Financial Services category.

Civica helps Vodafone keep 98% of customer callback promises.

By simplifying and streamlining the advisors' work, and removing error-prone manual steps, Vodafone improved their callback statistics from 42.5% to 98% utilising Civica Complaints Management.

Vodafone have also avoided Ofcom fines similar to the almost £1 million in 2016 for excessive delays and lack of communication in handling complaints

  • Best Complaint Handling – Utilities GOLD AWARDS WINNER Vodafone in partnership with Civica
  • Best Use of Customer Insight & Feedback SILVER AWARDS WINNER Vodafone in partnership with Civica
  • Best Complaint Handling – Financial Services SILVER AWARDS WINNER Tesco Bank in partnership with Civica

Tesco Bank Gets Complaint Handling Right First Time

Tesco Bank and Civica worked closely together on a project to reduce the complexity for customers when complaining and to solve more complaints first time – leading to greater customer satisfaction.

Optimising the complaints system reduced the average time to solve each customer complaint by more than 10%; The workflow improvement led to a ten-fold reduction in triaging resources.

Civica Complaints Management, powered by iCasework, the award-winning cloud platform, helps teams track and manage responses from the entire enterprise network.

Each entry into the UK Complaint Handling Awards is assessed by a panel of at least five independent, expert judges for a minimum of 7.5 hours over four stages of entry, including written submission, presentation and in-depth questioning – to ensure the winners are those demonstrating truly outstanding results!

Congratulations to everyone who triumphed, at the virtual awards ceremony this year - your incredible efforts are changing the world of complaint handling excellence.

For more information on Civica Complaints Management click here