We’ve worked with some of the world’s best companies

  • International retail and Investment banks
  • Accountants
  • Specialist lenders
  • Building Societies
  • BPOs
  • Other financial services companies throughout the UK, Europe and Australia

Overview

Yabber analyses and assesses customer interactions and provides insight into key risk areas using a combination of AI and human expertise.

Using the Yabber ‘eco-system’ of multiple AI engines achieves these benefits;

  • avoids single supplier risks
  • provides more accurate feedback
  • multi language capability
  • dialect and accent identifiers

All designed to bring a unique solution to contact centre analytics.

Our systems and process outputs are overseen by one of the most experienced teams that have worked across multi industry and global companies.

That experience has covered financial services, specifically Retail and Investment Banks, Insurance, Building Societies and BPO’s. In addition, we have experience in the Utilities, Telco and Travel sectors.

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Give Compliance

Give Compliance
Re-assurance

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Improve Sales

Improve Customer Out

Improve Customer
Outcomes

Software Features

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Available in 100.

Available in different:
languages
dialects
accents

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Accurate

Accuracy is assured using our ‘eco-system’ of multiple AI engines

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Support from
Experts

Our team have experience of running some of the largest customer service teams across the globe

Core Benefits

Yabber was created to help companies improve standards in compliance and workflow processes specifically within customer contact centres. Having the experience of helping various companies across the financial services sector in the UK, Ireland and Europe we designed our own technology solution to support our experienced team of contact centre professionals

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Supports Compliance

  • We have a history of providing due diligence, audits and process services to some of the biggest financial services companies in the UK, Ireland and Europe via our parent company Rockstead Group.
  • We provide an additional or enhanced lines of defence
  • We support existing internal audit or QC functions
  • Our team of subject matter experts have extensive experience working with regulators across the UK, Europe and Australia
  • We understand how companies need to operate in regulated environments
  • Previous projects have included:-
  • Collections oversight
  • Complaint handling
  • Benchmarking
  • Corrective action plans
  • BPO oversight
  • SLA verifications
  • Performance management
  • Regulatory reporting
  • Adherence to scripts, customer CX and engagement
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Improves Efficiency

  • Knowing what’s going on through the monitoring of the business from front end sales through to the ultimate outcome drives efficiencies and growth.
  • Monitoring and analysing 100% of calls improves reporting capability, plus:-
  • Increases monitoring of agents, team leaders and adherence to business objectives
  • Helps ID key training needs
  • Reduces call handling times
  • Reduce overheads
  • Improves customer experience
  • Identifies best practises implementation
  • Highlights contact centre KPI measurements
  • Improves productivity and operational efficiency
  • Reviews of AHT, FCR, IVR menus & routing processes
  • Increase retention rates
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Identifies Key Risks

  • As regulatory responsibilities and burdens on companies increase, having independent oversight will ultimately assist them in achieving their objectives.

Regulatory Risk

  • Identification of key elements of the customer journey to ensure maintenance of a compliant position
  • Oversight of customer interactions
  • Measure organisational behaviours

Operational

  • Employee conduct
  • Business processes
  • Control and oversight

Reputational

  • Measure new products/campaigns
  • Measure culture
  • Measure brand

Conduct

  • Behaviours
  • Practices

News

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ASIC Corporate Plan Update

The recently released ASIC Corporate Plan 2019 – 2023 sets out its bold vision; a fair, strong and efficient financial system for all Australians.  Critics...

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Get in touch

Contact us today for a free consultation on how we can help avoid some of the issues on the horizon, help improve your customer journeys and build a relationship with a forward thinking independent company that is here to help.


UK

Chancery Court
Lincolns Inn, Lincoln Road
High Wycombe, Bucks HP12 3RE

Tel: +44 (0)1494 429333

Australia

Lawson Place
Level 4, 165-167 Phillip Street
Sydney, 2000 Australia

Tel: +61 400 270 415