Anthony Eghan (Worksmart)
It is clear that in these unprecedented times, with most employees continuing to work from home, technology will play a vital role in enabling firms to maintain the level of service that meets the FCA's Complaints DISP rules.
A robust, scalable, web-based dedicated complaints solution will allow firms employees (as they 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 trying circumstances.
As an established and trusted brand operating in the financial services sector, Worksmart provides a high-quality and market-leading complaints management solution to its clients. 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.