We are thrilled to announce that QASSS has won yet another award for Contact Centre of the Year at The Northern Contact Centre Awards held by Call North West.

Our ‘Resolution Revolution’ entry focused on the fantastic results of our complaint and alternative dispute resolution services in achieving the industry’s fastest resolution time whilst maintaining quality and impartiality.

Putting ourselves in the place of a consumer and a business we felt that an industry average of over 2.5 months was shocking and far too long a time to resolve a dispute (CTSI ADR EU Report stated that the average resolution time is 80 days).

According to the report, some cases take even longer with 54% of cases being resolved outside of the three months allowed in the ADR Directive (ADR Report under 20(6) of Directive 2013/11)[1].

And we certainly exceeded our targets at QASSS, reducing our average dispute resolution time to just 2.23 days in August 2020 with 99.2% of cases being successfully resolved in-house without need for referral to the Ombudsman.

Ciarán Harkin, QASSS Managing Director, commented, “I am so proud of our whole team who have just won their 4th award this year. They work so hard and always come to the rescue to help manage complex complaints and disputes with speed and expertise so it’s great to get the recognition they deserve.”

Alternative dispute resolution is a cost-effective way to help businesses and consumers to resolve disputes without the need for court. At QASSS, we specialise in the home improvement and renewable energy sectors combining in-depth technical expertise with a hassle-free and super quick service.

[1] https://www.tradingstandards.uk/media/documents/commercial/adr/adr-report-2018_uk-final.pdf