Disqualified, banned, suspended, fined, criminal prosecution and civil proceedings – just six of the continuing headlines that seem to be issued on an almost daily basis by ASIC. Anyone who thought that the flurry of activity after the Royal Commission would soon die down are seriously mistaken.
If anything, ASIC, having found its baby teeth at the beginning of 2019, enters the new decade with a sharp new set – and it’s using them. ASIC has always been clear the Royal Commission Report had to be a watershed moment in respect of treating customers fairly and seeing better customer outcomes as a result of the review. ASIC clearly has a wide range of tools to ensure change happens and it is not shying away from utilising them.
Call centres are the backbone of today’s business environment and are, in many cases, the modern-day equivalent of the ‘shop window’, as it is often the case that a customer’s only contact with a firm is via the telephone. Despite the importance of call centres to businesses, it is commonly the business area that receives the least oversight. While historically listening to individual calls was a time-consuming exercise resulting in minimal levels of audit sampling, that is no longer the case. Yabber, as an example, allows firms to check and monitor 100% of call centre/customer interactions.
Yabber benefits firms by enabling them to fully understand issues relating to compliance, sales, complaint handling and customer vulnerability. Firms can accurately measure call centre team and individual performance, improve business results by reacting to the insight Yabber provides and benefit as a result from the added peace of mind that there are no nasty shocks coming from the regulator.
You could benefit from the Yabber advantage, which includes independent consultants with global contact centre background combining a software solution with human interaction. Our unique proposition, utilising proven transcription engines results in greater accuracy. We can transcribe in multi languages and dialects and have a pricing model that is based on utilised minutes, allowing flexibility to match volume peaks and troughs.
The current mantra from regulators across the globe is ‘you know we are coming, the least you can do is prepare’! We agree, give us a call to see how we can help.