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Preparing for the FCA Consumer Duty

The role of customer engagement and the contact centre in good outcomes for customers
The FCA Consumer Duty Gudie. The role of customer engagement and the contact centre in good outcomes for customers front cover.

Countdown to Consumer Duty Compliance? 

  • Can you report on good outcomes for your customer?

  • Do you offer the preferred communication channel for each customer, including face-to-face?

  • Do you offer the same level of service pre and post-sales, and can you prove it?

  • Do you have in place the right processes and customer service practices for vulnerable customers?

  • Do you record each and every communication with a customer, voice, video and text?

Fast-track your organisation for compliance and good outcomes for your customers. Download your free FCA Consumer Duty Guide Compliance below.

FREE DOWNLOAD HERE

Modernising the contact centre positively impacts 3 Consumer Duty outcomes.

1.Price and value

Fair value is about more than just price. Effective communications and consumer support are just as integral to upholding the Duty standards.

2. Consumer understanding

Ensuring informed decisions is about sharing the right information at the right time in a way that the consumer can understand.

3. Consumer support

Considering the needs of the consumer, particularly those with characteristics of vulnerability and empowering customer journeys that provide sufficient opportunity to assess their options.

10 minute read

Download your FREE copy

The role of customer engagement and the contact centre in good outcomes

FREE DOWNLOAD HERE