TBG:E STRATEGY

Prior to any dialling taking place, TBG:E were subject to a highly detailed Compliance Audit – TBG:E premises were visited on multiple occasions and our CRM/Phone System/Staff were all vetted as part of the clients due diligence/on boarding process.  

As the Campaign was within the Financial Services arena, compliance, quality, reputation and risk were at the forefront of TBG:Enage  and  our client ‘s agendas. The calls were B2C, and as the customers were varying in age and financial awareness, TBG:Engage worked with the client and trained their staff vigorously to follow a strict service driven/process protocol; an extremely compliant script was finalised and practice calls were carried before each agent was allowed to “Live Dial”.  

As the Campaign needed to understand how the client Advisor dealt with the customer from both an understanding of the product viewpoint and compliance, our Agents were required to train using high level listening and questioning skills; this was done via numerous role play calls directly with a lead advisor from the client. 

The call was very detailed and took around 6/7 minutes to complete and it covered all aspects of the Mortgage/Protection Product/Life Insurance/Life Assurance/Mortgage Repayment Insurance/Critical Illness/Child cover etc they were sold, whether Compliance was fully carried out by the F.A, how much of the process they understood and if they would recommend/use again (The Advisor & Firm).  The Agents also cover the fees aspect of the given product ensuring that the client is aware of how they earn money, together with the effects an interest rate change would have, should it be relevant.  Full detailed MI is delivered back to the client.  In addition to this our highly trained agents assess any risks that have been identified, liaise with the firm to gather resolution data and with close the record with recommendations or pass it the Compliance team to investigate further. 

Throughout the dialling, we continually reminded our trained Agents that this was an information collecting exercise. Scripts were designed, alongside the client, making sure responses to questions were as concise and clear as they could be, We did this by utilising our CRM and having bespoke reminders pop up reminding our team of compliance questions and the script. Our QC team also reviewed calls every day (as agreed with client) to make sure the journey for the customer was compliant and aligned with our client’s strict requirements.    

 TBG:Enage agents are fully trained and have experience in identifying “at risk” clients, dealing with vulnerable adults and also with clients where English is not their first language.  TBG:Engage ensure the client journey is maintained at the highest level and that the campaign objectives as well as the KPI’s, are achieved.  

TBG:E SOLUTION

TBG:Engage allocated 2 highly experienced Agents to the Campaign, whilst also agreeing strict KPI`s around the customer journey. QC was a high priority especially when “live calling” began. TBG:Engage called between the hours of 0900 & 2000 initially, to ascertain what was optimum customer contact time. We gave our client full access to a bespoke designed dashboard on our  CRM, allowing for full transparency and accessing of reports in real-time. We insisted that regular meetings and feedback sessions with compliance were also carried out, initially on a daily basis.

• Internal call auditing
• Consultative script reviewing
• Call cycle analysis for most effective dialling
• Cross trained agents AND agents with specialisms

TBG:E OUTCOME

TBG:E contacted 600 customers over an initial 3 month period and successfully completed the calls and raised any non-compliant, as a Risk. Our CRM delivered real time, live Management Information for our client. The client had their own portal access enabling them to access reports at will. Following the successful trial, we are now at the start of a 3 Year Contract with our client and both parties could not be happier!

WHO ARE TBG:E

TBG:Engage pride ourselves in delivering a bespoke, high quality, omni-channel solution to both our clients and their customers. Our team, assisted by their hands-on Directors, Andy & Lee, have the experience of representing some of the UK’s most well-known brands and we utilise these skills to create an exceptional customer contact experience. Whether your requirement is 1 month or 3 years, we ensure your journey with TBG:E improves your communication with your current and indeed future customers. We are a genuine extension of your organisation and will mirror your company ethos and values; we genuinely want the best for you and your clients.