It is clear that in these unprecedented times, with some employees having worked from home for 18 months now, technology will continue to play a vital role in enabling firms to maintain the level of service that meets the FCAs Complaints DISP rules. A robust, scalable, web-based complaints solution will allow firms employees (as some continue to work from home), to record, manage and resolve complaints in a fair and reasonable manner.
The technology allows for cases to be linked to specific events (such as Covid-19), allowing for consistent handling of the process, with key learning opportunities identified, allowing firms to rectify or address short-comings quickly, where required. Embedded Summary Resolution Communication and Formal Resolution letter quality assurance checks can be undertaken by team leaders and managers, ensuring their staff maintain a consistent approach to managing these specific case types. Finally, valuable MI can be obtained, allowing for businesses to get a true handle on the impact and costs specific complaints have on the business.
Technology ensures staff members (with the right equipment) continue to do their jobs effectively, in these difficult circumstances. Worksmart’s Business Development Manager Anthony Eghan is joining Credit Services Association (CSA), to discuss and debate this interesting topic. This webinar will provide CSA members with an overview of how technology can ensure a modern, robust, efficient and fit for purpose complaints and feedback management solution, which places the customer at the heart of the process, can be utilised.
To register for this webinar, visit: https://bit.ly/30w90Wq