The DMA has published new guidance on contact centre compliance, reminding contact centre operators of the various different organisations that hold them accountable.
UK call centre monitoring and training is part of what makes the contact centre industry unique – a way for call centre managers to observe the language used by call agents, and to provide direct coaching and feedback based on those observations. In a new book called Technology Mediated Service Encounters, Dr Anna Kristina Hultgren, […]
Debt collection call centres face some unique challenges. Call agents may be asked to contact vulnerable individuals. Calls are often aimed at recovering funds – not improving customer perception. Regulatory pressures can be significant, leading to a need to monitor and record calls for compliance purposes. In a paper published in summer 2018 in the […]
As we move into 2019, the final countdown begins for PPI claims management call centres to reach as many claimants as possible before August 29th. With the Financial Conduct Authority heavily advertising the deadline for new PPI mis-selling claims, the last eight months will be a crucial time in making sure all those affected by […]