Call Quality Monitoring Best Practices for Contact Centre Excellence

call quality monitoring best practices Voyc

Managing a contact centre or even a smaller customer-facing team can be challenging at times, especially when it comes to maintaining high-quality customer interactions. You’re tasked with balancing customer service and customer satisfaction, as well as driving operational excellence and aligning with overall business goals.   Now, consider this: 68% of consumers say they are […]

How Conversation Intelligence is Revolutionising the Auto Industry

Conversation Intelligence in the auto industry

Discover how Conversation Intelligence is revolutionising communication in the automotive industry and learn how you can harness its power to transform your customer interactions. With Conversation Intelligence, you’re not just adapting; you’re leading the way in customer experience and service excellence.   Imagine a world where customer-facing agents in the automotive industry, don’t just respond […]

Top 14 UK Finance Telephony & Communication Systems 2023

Call centre agents are trained to use a telephony system

  In today’s fast-paced business world, effective communication is essential for the success of any organisation. With a plethora of telephony and communication solutions available in the market, choosing the right one can be a daunting task.   To help you make an informed decision, we’ve compiled a list of the top 14 telephony and […]

The COFI Bill 2023 – what’s new?

Old couple smiling

In 2012 the National Treasury introduced the ‘twin peaks’ model for financial regulation. This is daunting for many firms and includes the implementation of two new laws to replace previous legislation. The first of these is the Financial Sector Regulation Act 9 of 2017, which has been in incremental operation since April 2018. The second […]

Appointed Representative Regime Changes: New Requirements & Responsibilities

What can appointed representatives expect now that the consultation process has been completed and the new rules published by the FCA?   This update provides an overview of the key changes involved for affected firms, plus an outlook on further potential developments to follow   Why the change was needed to the AR regime (Quick […]

Caring for call centre agents

Call centre agent on a phone

How Voyc helps you care for your team members – as well as your customers – in stressful times. With the cost-of-living crisis deepening,  pressures are building on agents taking customer calls in contact centres throughout the UK financial services industry.  It’s vital to spot potentially serious problems early and provide care and support when […]

UK FCA Complaints Report: Important Updates from the Second Half of 2021

Upset woman on the phone

Latest report from the FCA shows customer complaints down 10% over 6 months – to new historical lows. New complaints data from the Financial Conduct Authority (FCA) provides a positive update for the second half of 2021. There were 1.84 million total complaints recorded by financial services firms over that period – down 10% from […]

FCA Spotlight: What changes can you expect to be made to the appointed representatives regime?

Concerned woman on the phone

Changes afoot for principals of UK appointed representatives in AR regime: How new regulation could affect a major distribution channel What you can do to prepare .…..and how Voyc could help   Background: FCA Consultation Paper 21/34Appointed representatives (ARs) first arrived on the UK financial services scene over 30 years ago – following the 1986 Financial […]

UK FCA Complaints Report: Remarkable Facts for the First Half of 2021

Woman at home talking on a phone

The new FCA complaints report reveals a reduction in PPI and travel insurance complaints, but new increases in pension and investment products complaints. In the first half of 2021, further significant reductions were recorded in the volume of complaints concerning Payment Protection Insurance (PPI) – according to the latest data from the Financial Conduct Authority (FCA).  […]