Avoid the wrath of the FCA by monitoring 100% of calls for compliance purposes.
In the contact centre environment, in order to mitigate the huge risk of non-compliance, FCA-regulated organisations have tried to reduce their potential exposure through implementing scripting, call recording and call monitoring solutions, however these only prove business process and not compliance. So what’s the answer?
By monitoring the exact language used Cloud9’s speech analytics solution enables 100% of customer communications to be monitored automatically, and objectively, and verified as compliant thus preventing disputes or escalations. Furthermore, unlike traditional expensive, small sample-based and subjective measures, post-call analytics typically yields results within 24 hours and, for mission-critical environments, it is even possible to deploy analytics in real-time!
Download the document Conduct Risk and Evidencing TCF