Insights
Analysis & Perspectives
Three ways to cut costs with call recording
For firms with in-branch or field sales teams, call-centre recording does not cover enough of the sales experience. Face-to-face recording can reduce mystery shopping, observation costs and travel time while improving quality monitoring coverage.
How insight from FinTech can ensure customer loyalty
Customer loyalty depends on trust, fast remediation and learning from what customers say. Interaction evidence and complaint trend analysis can help firms address errors and improve practices.
Ensure call recording systems are adequate to avoid regulatory penalties
Call recording systems must do more than store audio. Firms need controls that evidence FCA principles, monitor trader conduct, retrieve records quickly and identify patterns of misconduct or market abuse.
Can technology save financial services from a life sentence of poor culture?
Banks have not always taken advantage of FinTech and RegTech, despite pressure to reduce costs and improve governance. Inertia, limited technology experience at board level and early adopter advantage are central issues.
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Analysis & Perspectives
In-depth analysis on regulation, AI, oversight and customer outcomes for regulated firms.
Case studies
Proven outcomes in practice
Major UK retail bank
Improving oversight and QA across mortgage advice
Read case study: Improving oversight and QA across mortgage advice
Major UK Tier 1 bank
Improving QA oversight and reporting across business banking conversations
Read case study: Improving QA oversight and reporting across business banking conversations
Government Department — UK
Digitalising interview recording to reduce cost and improve efficiency.
Read case study: Digitalising interview recording to reduce cost and improve efficiency.