Case Studies
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Enhancing compliance and customer onboarding: A KYC review success story for a major commercial bank
- Successfully reviewed historic KYC for a cadre of commercial customers
- Delivered project on time despite tight timeframes and limited data access
- Retained and expanded the team for a second customer cohort project
Providing operational resilience for the Ombudsman Service
The Ombudsman Service supports consumers and businesses in the highly regulated energy and communications sectors, intervening when disputes aren’t resolved within eight weeks of being raised.
Revitalising an account handler programme through apprenticeships
- Improved retention rates and career development opportunities for employees
- Increased diversity with a 50/50 split between male and female participants
- Employees have increased capability in their roles and consistently exceed targets
Creating a digitally delivered apprenticeship programme
A multinational financial services firm appointed Davies to utilise apprenticeship levy funds and create a learning programme for delivery across their UK business.
Automating Assurance – helping a client automate their quality framework
A UK energy supplier asked us to provide analytical resource as they wanted to outsource the build of the automated quality framework in speech analytics.
Increasing call handling capacity and improving CX in Bupa
With over 2.8 million customers in the UK alone, international healthcare provider Bupa relies on its contact centres to manage insurance claims, help customers book treatments and answer often complex enquiries.