1661 — Activa Solutions helps Deacon Insurance achieve FSA compliance

Feb 9, 2005 | Conteúdos Em Ingles

Activa has announced that Deacon, one of the top names in providing property insurance throughout the UK is using Activa’s call recording and quality monitoring solution to help achieve FSA compliance and customer service excellence.

The release note points that with the introduction of the new FSA regulations, Deacon Insurance has recognised that communications recording is an essential tool for achieving compliancy, in particular for ensuring that their personnel are giving clients the correct advice and regulatory information. Activa’s call recording solution is expected to help Deacon with FSA compliance in the three main areas of: staff supervision, for procedure and regulation adherence; dispute resolution, for providing definite evidence; and training, for improving customer service, sales techniques and general staff skill development.

“We strive to provide the best possible customer service levels and in order to achieve this, quality and accuracy are our main focus”, commented Penny Jepson, Operation Manager at Deacon. “We are using Activa’s solutions not only to help with FSA compliance, but also to improve our customer service by monitoring, coaching and training our telephone advisors. We chose Activa for the cost-effectiveness and proven reputation of their solutions in the marketplace

Deacon has adopted Activa’s call recording and quality monitoring solution in their 40-strong advisors team which processes on average between 6500 and 9000 inbound calls per month. Prior to implementing the Activa’s solution, the management team at Deacon would monitor and evaluate live calls with no capability to record them and this proved to be a restrictive and inefficient practice. With the Activa call recording and quality monitoring solution the team leaders can now monitor twice as many calls when it best fits with their work schedule and can use the recorded calls for coaching, training and appraisals.


Notícias – Press-Releases