VISION Resolver Resources

Scottish & Southern Energy:  House Moves Call Centre Resolver Handbook

This PDF document provides a comprehensive example of the role of a resolver in a project carried out by VISION Consulting for our customer Scottish and Southern Energy. Click here for more details. 

British Gas - The Resolver

For a detailed description of the role of the resolver using the British Gas case study, click here. This PDF offers a start to finish analysis of what the resolver role involves. 

The Resolver is responsible for, taking complex cases from the agents within their team, or where the customer has had to call repeatedly. Owning the customers concern through to complete satisfaction and making the customer the Promise they will never have to call again regarding this issue.

Resolver Structure

This is Chauncey Bell’s design for the Resolver structure that we did for ABN AMRO. The basic design structure remains fundamentally unchanged. Click here to see for yourself.

This article details a Resolver Role Design. It includes a full process example of conversations and actions in relation to each step and working element throughout the project.