Solutions > Compliance
Avoid fines. Protect revenue.
- Pinpoint calls where incorrect information is given.
- Identify sales with the regulatory risk of misselling.
- Fine-tune the compliance script to reduce sales complexity.
- Locate calls that are not properly authenticated.
- Find customers at risk of filing ombudsman complaints.
Pinpoint calls where incorrect information is given.
Ensuring that customers are provided with clear information is one of the six Treating Customers Fairly Outcomes.
Identify calls where customers are provided with unclear/incorrect information and call them back before they lodge a complaint with the ombudsman.
Identify sales with the regulatory risk of misselling.
Ensuring that the products, marketed and sold to customers, are suitable for their needs is one of the six Treating Customers Fairly Outcomes.
Find calls where customers do not give an explicit yes. Inform your agents that Voyc is monitoring calls to discourage negative behaviour such as coercion.
Avoid regulatory fines by using Voyc to demonstrate that your calls are compliant.
Fine-tune the compliance script to reduce sales complexity.
See which compliance phrases agents are consistently missing and work on re-wording them to make them less cumbersome for agents to say.
Locate calls that are not properly authenticated.
Quality check all calls requiring customer authentication and uncover calls where agents did not ask all the authentication questions resulting in potential imposter fraud. Call the customer back to verify decisions taken on the call.
By showing QA teams which calls have issues, you do not have to worry about them neglecting certain call types such as non-financial calls.
Set alerts for other suspicious caller behaviour such as callers saying, "hold on let me get my ID number".
Find customers at risk of filing ombudsman complaints.
Identify frustrated customers who are at risk of complaining to understand what they are frustrated about and how the agent handled their interaction. Proactively call customers back and prevent escalations.
Reduce the number of formal complaints to the ombudsman and the amount of compensation paid by the business.
Leave agent feedback on how they can better handle similar situations in the future.