How Your Business Can Prepare for the FCA’s New Consumer Duty of Care Proposals

Written on
byHayfa Bukhari

If you’re struggling to understand how to show regulators that your business is compliant following the FCA’s recent Consumer Duty of Care proposals, you’re absolutely not the only one. 

 

Aimed at bringing in a higher standard of consumer protection in retail financial markets, the proposals are considered one of the biggest shake ups in the industry’s responsibility to their consumers for many years. In some cases, it will call for a complete overhaul of not only processes and communications but also training and culture throughout Financial Services firms.

 

What is the issue for businesses?

Since the guidance was released in December last year, many companies have found it difficult to understand exactly how to show their compliance by the deadline of April 2023, given that the advice is very far reaching and it can be difficult to understand exactly how to put it into action.

 

While the update is long overdue from a customer point of view and will no doubt bring in a new level of best practice when it comes to treating customers fairly, the short deadline introduced for implementing the required changes has meant that many companies are concerned they won’t be considered compliant in time. The Times recently released an article highlighting that one of the most influential lobby groups, UK Finance, has pleaded with the FCA to give them longer to prepare, stating that they would need at least 2 years to build and implement processes to get them to the regulator’s required standards.

 

The proposal also lacks clear recommendations for exactly how companies should meet Duty requirements and what practical steps, tools and technologies they should be implementing to be compliant. 

 

How can speech monitoring automation help to prepare your business for the Consumer Duty of Care proposal?

 

Given the wide scope of the Consumer Duty of Care, there are many actions firms need to consider taking as soon as possible.  There are challenges when it comes to prioritising which of these actions you should be tackling first, however it should be noted that a great deal of the guidance focuses on the need to gain greater oversight of customer interactions, maintaining a high level of customer service and producing more positive customer outcomes.

 

By using speech monitoring software, your company can achieve an increased control over your customer interactions, ensuring they receive a consistent and positive experience regardless of whether they’re speaking directly with you, or an outsourced third party (such as a call centre). 

 

Aveni’s platform allows you to overlay situational factors, such as channel of communication or information provided, with things like the characteristics of a customer, their vulnerability status and so on, to get a deeper understanding of customers and how to improve their experiences and outcomes. This additional information can help you to ensure that consumers achieve the best outcomes and have better understanding throughout the journey.

 

The platform can also help to make sure that managers and staff are complying with stricter conduct rules by analysing all customer interactions and flagging any calls where the conduct of customer representatives might be called into question. In addition, you can train the platform to pick up incidents relating to firms’ specific products or processes using your unique data, meaning you be sure that you’re in-keeping with your own internal compliance measures, as well as the FCA’s.

 

Working with Aveni

If you’d like to find out more about how Aveni’s speech analytics platform can help you prepare for the new proposal, please get in touch and a member of our team will be happy to help.

Other recent posts

7 critical actions to take from the FCA’s Consumer Duty Consultation and how speech analytics can help achieve them

7 critical actions to take from the FCA’s Consumer Duty Consultation and how speech analytics can help achieve them

Financial Service firms need to rely on more than just human resources to implement the new FCA’s Customer Duty of Care rules and guidelines by April 2023. Deloitte recommended the following critical actions, and...

Why Board Members Should Prepare for the Consumer Duty of Care Changes

Why Board Members Should Prepare for the Consumer Duty of Care Changes

The FCA’s new Consumer Duty of Care proposals have been causing a bit of controversy since they were first announced in December last year. Although the aim is to help provide a higher standard...

Ramadan Diaries with Hayfa Bukhari

Ramadan Diaries with Hayfa Bukhari

In this blog, I explain what Ramadan means to me and what a typical day looks like during this time. I’ve written this blog before Ramdan starts so it gives you an idea of...

How Quality Assurance Can Help to Get Your Customer Service Back on Track

How Quality Assurance Can Help to Get Your Customer Service Back on Track

When it comes to providing a positive customer experience, quality assurance (QA) is vital to understanding what your customers need, their thoughts and opinions and how to make improvements that build a stronger relationship...

Meet the team: Introducing our Business Development Manager to Aveni: Archie Farquharson

Meet the team: Introducing our Business Development Manager to Aveni: Archie Farquharson

It’s a new week and there’s no better time to introduce you to another new member of the team. Archie Farquharson, has been with us for over 5 months and has managed to make...

International Women’s day 2022 – Who inspires you?

International Women's day 2022 - Who inspires you?

Here we are on international women’s day, taking some time to celebrate the work and achievements of some of the women we most admire here at Aveni.   We know that for some finding...

Aveni Case Study: The Key Group

Aveni Case Study: The Key Group

Quality Assurance  transformation at a  leading later life provider   Aveni is working closely with one of the UK’s leading later life providers to completely transform coverage, speed and accuracy of its call oversight...

11 reasons why your Quality Assurance (QA) process is letting you down and how to use technology to turn it around

11 reasons why your Quality Assurance (QA) process is letting you down and how to use technology to turn it around

Our latest whitepaper offers a deep dive of how you can improve your QA process, and how technology can be used to ensure that the voice of every customer is heard by your organisation....

Is your Quality Assurance suffering from an identity crisis?

Is your Quality Assurance suffering from an identity crisis?

In an increasingly crowded and competitive market, the importance of great customer service can’t be underestimated.  But despite extensive checks and balances, achieving quality assurance outcomes that are meaningful is still a major challenge...