Financial Services

In markets heavily regulated by the Financial Conduct Authority, be that Insurance, Banking or even Debt Recovery and Enforcement, evidencing compliance at every stage of the customer engagement process is vital.

Our multi-channel solutions are designed to centralise the entire customer conversation regardless of the medium:

  • Telephone Call
  • Payment Transaction
  • SMS
  • Email
  • Web
  • Social Media
  • Video

All of this is supported by our Desktop Analytics Packages including

  • Call Recording
  • Screen Recording
  • Call Scoring Wizards
  • Quality Assurance Tools
  • Agent Behaviour Exception Reporting

Our Blended Cloud Based Dialler stores

  • Every Dial Attempt
  • Connected Call
  • Call Recording
  • Screen Recording
  • Payment Processed
  • Call QA scored
  • SMS Handled
  • Email Handled
  • Web Interaction
  • Customer Contact Note

All of this centralised in one customer conversation, making evidencing compliance for the FCA simple, the entire customer contact history at the click of a button.

On call scripts drive compliance and consistency on every call.

Our wizard driven scripting software ensures compliance is controlled by the system and not a human. The right questions are asked at the right time, data capture is automatically validated to ensure the customer experience is not just compliant, but also consistent on each and every call regardless of with whom, how or when the conversation took place.

Our Infrastructure Compliance also satisfies the strictest of guidance from the FCA on the Control of Third Party IT Suppliers via our accreditations to:

  • Information Security (ISO 27001)
  • Business Continuity (ISO 22301)
  • Quality Management (ISO 9001)
  • Payment Card Industry Data Security Standard (PCI DSS)

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