Call Centre Services — Complaint Resolution

Every complaint resolved. Every brand protected.

How a complaint is handled often determines whether a customer stays or leaves — and what they tell others. QRM Australia provides professionally trained complaint resolution agents who handle difficult interactions with empathy, consistency, and a clear pathway to resolution.

Empathy-Trained AgentsBrand Reputation ProtectedConsistent Resolution Process24/7 AvailabilityAustralian-Owned

Empathy-Trained Agents

Brand Reputation Protected

Consistent Resolution Process

24/7 Availability

What We Deliver

Our service in full

Inbound Complaint Handling

Trained agents receive and acknowledge complaints professionally on the first contact — setting the right tone and preventing escalation before it begins.

Empathy-Led Communication

Agents are trained in de-escalation techniques and empathetic communication — responding to frustrated customers calmly, respectfully, and effectively.

Resolution to Your Specifications

Every resolution pathway is defined by you — refunds, replacements, escalation to management, or other remedies — so agents never go beyond their authorised scope.

Escalation Management

Complaints that cannot be resolved at agent level are escalated according to your defined matrix — to internal staff, managers, or a defined escalation team.

Complaint Logging & Tracking

Every complaint is logged with full details — date, nature of issue, actions taken, and resolution outcome — providing a complete audit trail for your records.

Complaints Trend Reporting

Monthly reporting on complaint volumes, resolution rates, average handling times, and recurring issue types — giving you the data to drive product and service improvements.

Our Process

How it works

A clear process from briefing to live service, with your approval at every step.

Briefing & resolution mapping

We document every complaint type your business receives, the resolution pathways available, your escalation matrix, and the tone and standards you expect.

Agent training & scenario testing

Agents complete complaint-specific training including de-escalation, empathy practice, and resolution workflow — with scenario testing before going live.

Live complaint handling

Agents begin handling complaints in your business name. Every interaction is recorded and quality-reviewed.

Trend reporting & review

Monthly reports on complaint volumes, resolution rates, and emerging themes. We work with you to identify systemic issues your business can address at the source.

Common Questions

Frequently asked questions

Straight answers before you commit.

Are agents trained in de-escalation?

Yes. All complaint resolution agents complete structured training in de-escalation techniques and empathetic communication before handling any live interactions.

Can agents issue refunds or replacements directly?

Agents operate within the resolution authorities you define. If your policy allows agents to issue refunds or replacements up to a set value, they can do so. Anything outside that scope is escalated.

How are complaints logged?

Every complaint is logged with the caller's details, nature of the complaint, actions taken, and outcome — in your CRM or ticketing system, or via a shared log we maintain for you.

What about complaints that involve legal or regulatory risk?

Our escalation process identifies interactions that may carry legal or regulatory risk and routes them immediately to your nominated internal contact, without delay.

Can we review how individual complaints were handled?

Yes. Call recordings and chat transcripts are stored and available for review. You can request a specific recording at any time.

Ready to turn complaints into loyalty?

Tell us about your complaint volumes and resolution process. We'll come back within one Australian business day with a tailored proposal.

Get a free quote →