Achieve fairer treatment for all customers
Improve the identification and treatment of vulnerable customers and gain deeper agent insight with the latest in speech analytics technology.
We've embedded the FCA’s guidance on the fair treatment of vulnerable customers into our platform
Identification of a vulnerable customer
We analyse interactions leading to an accurate and automated method of identifying vulnerable customers. Understand, from a population level, how all vulnerable customers are treated.
Understanding vulnerable customers’ needs
Ensuring agents have the right skills to identify and serve vulnerable customers
Train staff to better manage vulnerability. Create a live feedback loop between identifying vulnerability and agent performance when dealing with your customers.
Continuously and consistently treating customers fairly
Achieving consistency with large customer teams is challenging. By having a view of 100% of vulnerabilities you can surface and address any differences in customer treatment.
Demonstrating you’re monitoring and analysing the data
Gain insight across populations to test calls of high interest and assess whether the’ve been handled appropriately. Direct resource to trends that emerge from the data, ensuring a rapid response to vulnerability issues.
Real time measures to ensure fair treatment
We can flag to agents, in-call, where vulnerabilities emerge and to supervisors when critical issues are discussed. This represents a fundamental shift from second line detection to first line prevention.
Transform the way you identify and treat your vulnerable customers
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During our very first webinar, we discussed practical ways in which companies can better identify customer vulnerability, understand how it changes over time and what
Speech analytics does exactly as it suggests – analyses speech. In practice, this often means transcribing spoken word into text and using case-specific automated tagging