A member is reviewing their process for triaging complaints to improve consistency, reduce incorrect routing and make the customer journey clearer from the outset

They would be interested to hear:

• Do you use a decision tree, triage tool or similar guidance for frontline colleagues to assess the case and determine the appropriate route?
• Do you have any system functionality or guided workflow that supports the triage process and determines the outcome, for example, routing directly to a Stage one complaint or identifying a genuine service request?
• How much of the decision-making is automated versus relying on colleague judgement?
• Has anyone developed training materials, scenarios or flowcharts that you’d be willing to share?

 

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