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Future of Complaints Whitepaper - Now available

Tuesday 24, Nov 2020


SOCAP presents the SOCAP Future of Complaints Whitepaper, which reveals findings from our recent member survey Complaints: The New Most Valuable Asset

The whitepaper highlights the challenges experienced by complaint handlers under increasing pressure to empathically support customers facing ongoing vulnerability and financial hardship; it endorses the integral role of the complaint professional in providing respectful support and reaching  equitable outcomes which gain consumer trust, and build brand reputation; and it identifies the need for upskilling, empowerment and resilience support to enable complaint professionals to continue effectively responding to customers

The Member Survey findings revealed five key themes on the minds of practitioners in Australia and New Zealand to support them for effective complaint handling and better organisational and customer outcomes.

1. Behaviour of complainants has, and is changing 
2. Complaints teams are providing an essential connection service for consumers 
3. Increasing empowerment for complaint handlers 
4. Staff resilience 
5. A future vision

Click here to access the SOCAP Future of Complaints Whitepaper