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26 May
Yabber Global

Managing QC resources

  • May 26, 2022
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Those managing call centre QC resources are having to juggle like never before, particularly those engaged in any sector concerned with debt repayment. The...

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25 Apr
Yabber Global

Debt charity StepChange highlights the importance of call centre oversight

  • April 25, 2022
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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...

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31 Mar
Yabber Global

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

  • March 31, 2022
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Much has been said about the pending FCA requirements. Delving through the various papers and consultation documents there is no doubt that the obligations...

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16 Feb
Yabber Global

Collections call oversight

  • February 16, 2022
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Our sister company, Rockstead, wrote a blog earlier this month detailing how lenders and servicers were revisiting their arrears resource contingency plans...

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18 Jan
Yabber Global

Voice monitoring can help reduce regulatory fines!

  • January 18, 2022
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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...

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15 Dec
Yabber Global

First Call Resolution – poll results

  • January 14, 2022
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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...

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24 Nov
Yabber Global

Voice analytics – the importance of ‘first call resolution’

  • January 14, 2022
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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 ...

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26 Oct
Yabber Global

What percentage of your client calls do you monitor?

  • January 14, 2022
  • By Dimuthu Fernando
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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...

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23 Sep
Yabber Global

Voice Interaction Analytics to identify vulnerability

  • January 14, 2022
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Last month our update focused on the increasing pressure that the FCA is applying on lenders to ensure compliance with its fair treat...

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31 Aug
Yabber Global

Arrears – regulators direction of travel

  • January 14, 2022
  • By Dimuthu Fernando
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We often chat with our clients about the regulatory direction of travel; in our last blog we looked at how risk managers were mitigating ...

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