26
May
Managing QC resources
Those managing call centre QC resources are having to juggle like never before, particularly those engaged in any sector concerned with debt repayment. The...
25
Apr
Debt charity StepChange highlights the importance of call centre oversight
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
Contact centres need to gear up for the new ‘Consumer Duty’ requirements
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
Collections call oversight
Our sister company, Rockstead, wrote a blog earlier this month detailing how lenders and servicers were revisiting their arrears resource contingency plans...
18
Jan
Voice monitoring can help reduce regulatory fines!
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
First Call Resolution – poll results
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
Voice analytics – the importance of ‘first call resolution’
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
What percentage of your client calls do you monitor?
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...
23
Sep
Voice Interaction Analytics to identify vulnerability
Last month our update focused on the increasing pressure that the FCA is applying on lenders to ensure compliance with its fair treat...