North east software developer, EvaluAgent, has announced the immediate release of its contact monitoring and compliance platform for the financial services industry.
The software has been designed to help compliance teams gain insight into how customer service teams are handling inbound and outbound contacts to help mitigate compliance breaches, aid training development and ensure the organisation is operating within FCA guidelines to reduce the likelihood of costly fines and negative exposure.
The all-in-one platform has a powerful reporting and analytics module that can be accessed by relevant managers to monitor performance in real-time and create an accurate record to demonstrate the fair treatment of customers.
EvaluAgent CEO, Jaime Scott, says “Contact Centres commonly use outdated software, or worse spreadsheets, to manage these processes. Typically, they can be error-prone and unsuitable when trying to engage the modern-day workforce and lead to compliance problems being prolonged and service levels compromised.
Anyone who is focused on the continuous improvement of staff and customer experience should take a look at EvaluAgent. Customers are telling us that the feedback from regulators has been really positive. You can now clearly demonstrate not only the fair treatment of customers but also a very clear system for identifying areas of risk to the business and a remedial coaching plan for customer service staff.
We’re excited to bring something so unique to the financial services market. At last Compliance, Operations and Quality teams can easily and quickly obtain the detailed analytics and reporting they need to mitigate any areas of risk.”
Anyone interested in finding out more should visit www.evaluagent.com/demo
Since its inception in 2012 EvaluAgent has been on a mission to help people in contact centres deliver an outstanding customer experience. This single-minded goal has resulted in the development of a range of software products which have attracted numerous big name clients including: Atos, CSC, NS&I, Cineworld, Invesco, Aon and BUPA