Quality Assurance

Ensuring your customer interactions meet the highest standards are key to both business success and meeting the expectations of the Consumer Duty regulation. From sales advice through to post sale customer support, getting these multiple touchpoints right is imperative.

‘Listening in’ to a sample of customer interactions underpins part of most firms’ approach to ensuring these standards are achieved. However, traditional methods of identifying which interactions to check, e.g., random choice, date based or alphabetical selection methods, risk not providing an appropriate range of feedback therefore potentially jeopardising the reassurance needed within organisations. Checksmart enables organisations to identify key customer interactions using a configurable, risk-based, rules selector.

Once each identified interaction is reviewed, if follow up action is needed to ensure these high standards are met, Checksmart then manages the entire remediation process. Also, because the whole selection, checking, feedback and follow up process is managed within Checksmart, it provides the oversight and MI that reassures supervisors, senior managers, compliance teams and, if required, the regulator alike.

Most importantly, unlike other ways the regulator suggests firms monitor how they are delivering ‘good customer outcomes’, e.g., customer surveys, Checksmart enables organisations to manage the quality of the customer interaction close to ‘real time’, not several months later. Consequently, firms can constantly monitor and improve their customer interactions with timely learning from their quality assurance processes, thus enabling firms to deliver both the spirit and letter of the new standards demanded by Consumer Duty.