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Customer Review Process Revised and Initiated

June 2015

Completing an annual review with every client is a regulatory requirement. Although in our experience, this can sometimes be somewhat of an inconvenience to some individuals. Our newly enhanced Learning and Development Team have been evaluating the review process. They have redesigned parts of the process to try to make this easier for the agent and the client, whilst still fulfilling all company and regulatory requirements. Each client has also been categorised via the system in relation to their review risk rating to aid the Review Team in identifying those clients in most urgent need of a review.

Working in tandem with Operations and the Technical Team, the changes to the system have proven to be a big success. This has resulted in an increase in the numbers of clients contacted, and also in the accuracy and quality of those calls.

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