News : Homeserve Overhauls Complaints Role
Dec 13, 2011 -- Home repairs group Homeserve is to outsource its complaints operation after being swamped with phone calls during last winter's severe weather.
The company, which is currently rebuilding its UK operation after finding potential mis-selling issues, faced an precedented number of complaints which last month it said its "processes did not deal with appropriately".
It will tender the contract early next year and said it expected many of the 100 full-time staff involved in complaints handling in Walsall to transfer to the new firm. They will also be offered other roles within the FTSE 250 firm.
The company, which insures against and repairs burst pipes, broken down boilers and electrical problems, has around three million UK customers with 7.7 million policies. It completed one million emergency repairs in the last year.
In October, all telephone sales were halted and the company said it would re-train nearly 500 call centre staff after discovering possible mis-selling of its household emergency policies.
The crisis wiped more than £500 million from Homeserve's market value as a review by accountant Deloitte found that in some cases sales processes did not meet required standards.
The company said it had taken further steps towards overhauling its operations, although it gave no update on when outward calls would resume.
It said: "The UK business continues to make good progress in recommencing its sales and marketing activities."
Inbound activity has been increased and preparation is under way for its January marketing mailings, the company added.
Homeserve also announced today that it has teamed up with Sembcorp Bournemouth Water in a move which will increase the number of Homeserve's UK water utilities partners to 15, covering 23.5 million UK households.
Posted by Veronica Silva Cusi, news correspondent
Homeserve provides insured repair solutions and emergency services to the home. They work with a wide range of major business partners in the utilities, appliance manufacturing, retail and household insurance sectors to offer a total service of warranty marketing, repair and maintenance solutions right across the nation, Europe and worldwide.
Published: Wednesday, December 14, 2011
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