eBook: How UK Contact Centres Can Use Interaction Analytics to Reduce Risk, Improve Compliance and Treat Customers Fairly

One of the greatest challenges in debt collection and recovery lies in ensuring that all your contact centre agents comply with legislation such as: the Consumer Credit Act (CCA), the Consumer Rights Act (CRA) and the Data Protection Act. Bodies like the Financial Conduct Authority (FCA) and the Information Commissioner’s Office are there to make sure that firms comply with this legislation and that consumer interests are protected. Other bodies such as the Credit Services Association (CSA) have a Code of Practice for members to follow. At the heart of all these regulations and guidelines is the concept of Treating Customer Fairly (TCF). For some organisations this will also include making sure that agents identify vulnerable customers and treat them accordingly. This eBook addresses how Interaction Analytics can help you mitigate compliance risk in your contact centre.