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:E and client’s agendas. The calls were B2C, and as the customers were varying in age and financial awareness, TBG:E 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”.
A personalised letter was sent to each customer, from the Financial Advisor; TBG:E Agents called the customer and referenced the letter, enquiring if would they like to discuss anything contained in the letter with a named Financial Advisor. Throughout the dialling, we continually reminded our trained Agents that this was a service driven offering. 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 the client’s strict requirements.
TBG:E 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:E ensure the client journey is maintained at the highest level and that the campaign objectives as well as the KPI’s, are achieved.