Client Context

A national cable and broadband service provider was experiencing a significant increase in customer complaints. The complaints team was dealing with a backlog of over 1,000 unresolved cases, with an average of around 150 complaints being escalated daily.

The volume of escalations was creating operational strain, increasing customer dissatisfaction, and putting pressure on frontline teams. Many issues were being escalated unnecessarily instead of being resolved at first point of contact.

The Challenge

The organisation needed to:

• Rapidly reduce the existing complaint backlog

• Lower daily escalation volumes

• Improve first-contact resolution

• Restore customer confidence

• Strengthen advisor capability to prevent recurrence

The risk was not just operational inefficiency, but long-term damage to customer trust and service performance metrics.

ClearPath’s Approach

ClearPath took a structured, data-led approach focused on both process improvement and people capability.

1. Root Cause Analysis

• Analysed complaint volumes, categories, and escalation drivers

• Identified patterns showing that many complaints could be resolved at first contact but were being escalated due to confidence gaps and inconsistent handling

2. Targeted Coaching & Capability Uplift

• Designed and delivered structured coaching sessions for frontline advisors

• Used real complaint scenarios and call reviews to reinforce correct resolution techniques

• Encouraged peer learning and practical application rather than generic training

3. Process Reinforcement

• Clarified escalation criteria and first-contact resolution expectations

• Introduced regular escalation audits to identify emerging risks early

• Created feedback loops between advisors, team leaders, and quality teams

Results Achieved

Within three months, the following outcomes were delivered:

• 100% elimination of the complaint backlog (reduced from 1,000+ cases to zero)

• 66% reduction in daily escalations (from ~150 per day to ~50)

• 35% improvement in First Contact Resolution (FCR)

• 10-point increase in Net Promoter Score (NPS)

• Improved advisor confidence and consistency in complaint handling

The new escalation audit and coaching approach ensured the improvements were sustained, preventing the backlog from returning.

Impact

This engagement stabilised complaint operations, reduced pressure on specialist teams, and significantly improved the customer experience. By addressing both process gaps and capability gaps, the organisation moved from reactive firefighting to controlled, effective complaint management.

Key Takeaway

Sustainable complaint reduction comes from fixing root causes and empowering teams — not just clearing backlogs.