What we will do for you

ClearPath supports organisations in significantly reducing customer complaints, escalations, and repeat contacts by identifying the underlying operational, process, and behavioural drivers that impact customer experience. Our structured approach enhances First Contact Resolution, strengthens service reliability, and restores customer trust through targeted, sustainable improvements.

Challenges We Will Solve For You

Organisations typically face challenges such as:

  • Rising complaint volumes and backlog

  • Low First Contact Resolution (FCR)

  • Escalations due to unclear processes or incorrect information

  • Inconsistent customer journeys across service teams

  • Poor advisor confidence in handling complex queries

  • Ineffective root cause identification

  • High operational cost due to rework and repeat contacts

These issues undermine customer satisfaction, increase cost-to-serve, and create avoidable operational pressure.

What We Deliver

ClearPath provides a structured programme designed to improve complaint handling and prevention:

Complaint Analysis & Insights

  • Detailed root cause analysis

  • Identification of systemic issues and high-impact failure points

  • Complaint category analysis and trend interpretation

Journey & Process Improvement

  • Redesign of complaint pathways

  • Standardisation of resolution processes

  • Improvements to internal knowledge and guidance tools

Capability Development

  • Training and coaching for frontline and specialist teams

  • Complaint handling frameworks

  • De-escalation and communication support

Governance & Controls

  • Escalation prevention frameworks

  • Feedback mechanisms for continuous improvement

  • Quality assurance alignment

Our Methodology

 

ClearPath uses a phased, proven methodology to reduce complaint volumes:

1. Assessment & Diagnosis

We analyse complaint data, conduct interviews, and review current complaint handling workflows.

2. Design & Planning

We define targeted improvements based on impact, feasibility, and organisational capacity.

3. Implementation

We work with frontline teams, complaint units, and operations to embed new processes and strengthen capability.

4. Monitoring & Sustainability

We put governance, audit mechanisms, and reporting structures in place to maintain improvements.

Benefits & Impact

Clients typically experience:

  • 20% to 50% reduction in complaint volumes

  • Significant increase in First Contact Resolution

  • Improved NPS and customer sentiment

  • Reduced operational workload and cost

  • Enhanced agent confidence and performance

  • More consistent and predictable customer outcomes

Why ClearPath

ClearPath brings extensive experience in diagnosing complaint drivers, redesigning customer journeys, and implementing changes that produce measurable results. Our expertise comes from real-world operational environments, giving us a unique ability to deliver practical solutions—not theory.

We understand the challenges of high-volume customer environments and specialise in improvements that strengthen day-to-day delivery.

Take the Next Step

Reducing complaints and improving customer resolution requires targeted, structured change. ClearPath provides the expertise and approach to deliver these results effectively and sustainably.