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What is Consumer Duty?

The Financial Conduct Authority Consumer Duty is a new regulation that comes into effect in the UK on 31st July 2023. It’s purpose is to enhance consumer protection by improving the standards of conduct for businesses operating in the financial sector. It requires firms to act to deliver good outcomes for retail customers. The regulation […]

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Strategies to help comply with the new Consumer Duty regulation

The introduction of the FCA Consumer Duty regulation places increased responsibility on businesses in the finance industry to prioritise consumer protection and improve their standards of conduct. Unlike the principles-based approach followed by the TCF (Treating Customer Fairly) initiative, Consumer Duty features a new consumer-outcomes-focused approach. This places compliance and Quality Assurance responsibility equally on […]

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5 Reasons for Outsourcing your Contact Centre Quality Assurance

If you are a senior contact centre manager, no doubt you’ve faced the challenge of improving compliance and customer experience within your contact centre’s customer calls. By outsourcing your contact centre quality assurance call monitoring, many organisations are benefiting from not only increased compliance and customer service levels, but other benefits too. Since 2013, Centrebound […]

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Centrebound Providing Contact Centre Quality Assurance for Claimsline

As Claimsline.co continue to experience growth and evolve as a company, they are working with Centrebound Ltd to assist them with keeping their commitments to their customers. Claimsline is an Accident Management Company with services specifically designed for those who have suffered through a car accident. They have a simple goal in mind: to make […]

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Covid-19 and Contact Centre Quality Assurance

The pandemic forced many organisations to go from business as usual to working from home almost overnight. According to Gartner, remote working shows signs of sticking with almost 75% of customer service leaders expecting to expand work from home programs post-pandemic. So, what should organisations consider to maintain customer service quality remotely? During lockdown and […]

Handle With Care

The following article is published with permission of our partner company Atlantic Insight. Along with Quality Assurance, AHT is one of the most common contact centre KPIs. Philip Stubbs argues that AHT is a very useful KPI for managing advisor performance, yet it must be used sensitively as part of a well-planned, robust coaching culture. […]

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The Hawthorne Effect & QA in the Modern Contact Centre

Throughout my career, working in quality assurance and contact centre management, I’ve probably heard the Hawthorne Effect quoted more times than any other work-study. It’s the ‘go-to’ reference for anyone talking about what the effect of observing workers has on their productivity or wellbeing. But the questions are, do people really know what the Hawthorne […]

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Can contact centre quality assurance be automated with speech analytics?

The power of new technology can often be hyped by business and media alike.  The allure of a competitive advantage achieved through the early adoption of the latest software can be hard to resist to many companies and in particular those with large customer-facing operations. Into this arena comes Artificial Intelligence and more specifically Speech […]

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Quality Analysis Verses Quality Assurance

Customer service quality assurance and quality analysis are diverging. How do you structure them both in your contact centre? With the advent of speech analytics and artificial intelligence in the contact centre – are customer service quality assurance and quality analysis beginning to diverge? See our infographic for a detailed comparison. Quality assurance versus quality […]

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Outsourcing Quality Assurance and Compliance Services

As the new fiscal year approaches, many senior contact centre managers will be faced with the challenge of reducing costs whilst continuing to improve process compliance and customer experiences. Since 2013, Centrebound has been helping contact centres achieve both through the outsourcing of call centre quality assurance and compliance services to our team of Quality […]