Prior to any dialling taking place, TBG Group were subject to a highly detailed Compliance Audit – TBG Group’s premises were visited on multiple occasions and our CRM/Phone System/Staff were all vetted as part of the clients due diligence/on boarding process.

As the Campaign was within the Financial Services arena, compliance, quality, reputation and risk were at the forefront of TBG Group and The Openwork Partnership’s agendas. The calls were B2C, and as the customers were varying in age and financial awareness, TBG Group worked with The Openwork Partnership and trained their staff vigorously to follow a strict service driven/process protocol; an extremely compliant script was finalised and practice calls were carried before each agent was allowed to “Live Dial”.

The call was very detailed and took around 6/7 minutes to complete and it covered all aspects of the Mortgage/Protection Product/Life Insurance/Life Assurance/Mortgage Repayment Insurance/Critical Illness/Child cover etc they were sold, whether Compliance was fully carried out by the F.A, how much of the process they understood and if they would recommend/use again (The Advisor & Firm). The Agents also cover the fees aspect of the given product ensuring that the client is aware of how they earn money, together with the effects an interest rate change would have, should it be relevant.

Full detailed MI is delivered back to The Openwork Partnership. In addition to this our highly trained agents assess any risks that have been identified, liaise with the firm to gather resolution data and with close the record with recommendations or pass it the Compliance team to investigate further.

Throughout the dialling, we continually reminded our trained Agents that this was an information collecting exercise. Scripts were designed, alongside The Openwork Partnership, making sure responses to questions were as concise and clear as they could be, We did this by utilising our CRM and having bespoke reminders pop up reminding our team of compliance questions and the script. Our QC team also reviewed calls every day (as agreed with client) to make sure the journey for the customer was compliant and aligned with The Openwork Partnership’s strict requirements.

TBG Group allocated 2 highly experienced Agents to the Campaign, whilst also agreeing strict KPI`s around the customer journey. QC was a high priority especially when “live calling” began. TBG Group called between the hours of 0900 & 2000 initially, to ascertain what was optimum customer contact time. We gave The Openwork Partnership full access to a bespoke designed dashboard on our CRM, allowing for full transparency and accessing of reports in real-time. We insisted that regular meetings and feedback sessions with compliance were also carried out, initially on a daily basis:

• Internal call auditing
• Consultative script writing
• Call cycle analysis for most effective dialling
• Cross trained agents AND agents with specialisms