Yabber Global Archives

25 Apr

Debt charity StepChange highlights the importance of call centre oversight

April 25, 2022
By admin

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...

31 Mar

Yabber Global

Contact centres need to gear up for the new ‘Consumer Duty’ requirements

March 31, 2022
By admin

Much has been said about the pending FCA requirements. Delving through the various papers and consultation documents there is no doubt that the obligations...

16 Feb

Yabber Global

Collections call oversight

February 16, 2022
By admin

Our sister company, Rockstead, wrote a blog earlier this month detailing how lenders and servicers were revisiting their arrears resource contingency plans...

18 Jan

Yabber Global

Voice monitoring can help reduce regulatory fines!

January 18, 2022
By admin

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...

15 Dec

Yabber Global

First Call Resolution – poll results

January 14, 2022
By admin

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...

24 Nov

Yabber Global

Voice analytics – the importance of ‘first call resolution’

January 14, 2022
By admin

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 ...

26 Oct

Yabber Global

What percentage of your client calls do you monitor?

January 14, 2022
By Dimuthu Fernando

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...