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.