Those managing call centre QC resources are having to juggle like never before, particularly those engaged in any sector concerned with debt repayment. The...
StepChange has just issued a review of its interactions with new clients and, like previous years, this is a must read for any professional involved in fin...
Much has been said about the pending FCA requirements. Delving through the various papers and consultation documents there is no doubt that the obligations...
Our sister company, Rockstead, wrote a blog earlier this month detailing how lenders and servicers were revisiting their arrears resource contingency plans...
2021 saw some massive fines for money laundering and financial crime failings. HSBC £63m, NatWest £264m and Credit Suisse £147m are three examples. There w...
In our last blog we questioned the wide range of call centre metrics and suggested that the most important one, from a customer satisfaction perspective, w...
There are now hundreds of call centre metrics being called for, not least because of the working from home challenges for those that operate such business ...
We were delighted to attend the Global ABS conference in London last month with our sister company Rockstead. It was great to hold face to face conversatio...