Compliance has cost some financial services companies dear with record fines issued to those whose contact centres have failed to comply with best practice selling guidelines.
âContact centres need all the help they can get to help address this growing issue,â comments Carl Adkins, Managing Director Infinity CCS, âand thatâs why we have designed Infinity QA to offer contact centres a valuable tool to incorporate within their armoury for tackling compliance demands.â
Infinity QA works with any existing call recording system to proactively identify each and every notable call, such as a sale or complaint. These calls are referred automatically to supervisors or managers to assess and review for quality assurance and compliance purposes. Such calls may be of above average duration suggesting a sale may have been caused by pressure selling tactics. A simple to use, online form allows high volumes of calls to be assessed quickly and consistently, so rapidly identifying non-compliant calls that require further action.
Unlike any other quality application, Infinity QA is able to proactively assign and manage corrective actions. This could be to instigate a follow-up to the customer, flag and review the incident with the agent or to schedule additional training for that agent. All incidents are fully logged and audited and no incident is registered as complete until it is shown that corrective action has taken place and proved effective.
Available now, Infinity QA has already successfully completed pilot projects within a financial services company where it has been proven to reduce evaluation time per call, improve agent effectiveness, reduce agent churn and, vitally, improve customer satisfaction through improved quality.