A new platform for brokers and insurers has hit the market.
Aimed at assisting compliance units, the new software from EvaluAgent provides insight into how customer service teams are handling calls to ensure that Financial Conduct Authority guidelines are being met. Described as an ‘all-in-one’ platform, it allows managers not only to monitor real-time performance but to also create an accurate record to demonstrate the fair treatment of customers.
The offering helps mitigate compliance breaches and aids training development as well. With the platform, the goal is to reduce organisations’ negative exposure.
“Contact centres commonly use outdated software, or worse spreadsheets, to manage these processes,” said EvaluAgent chief executive Jaime Scott.
“Typically, they can be error-prone and unsuitable when trying to engage the modern-day workforce and lead to compliance problems being prolonged and service levels compromised.”
Scott, who described the software as a unique system being brought to the market, added that the developer looks forward to helping brokers and insurers “transform” their businesses. The firm also provides on-site coaching and quality framework workshops for the benefit of users.
