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Customers: all staff have responsibility

Posted on Oct 15 2009
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Investment management organisation Brewin Dolphin has extended its use of call recording in its contact centre to cover all interactions in the front and back office to help comply with FSA (Financial Services Authority) regulations.

Impact 360 Recording technology from Verint, installed by consultancy Sabio, offers full-time capture of calls from any handset throughout Brewin Dolphin’s 39 UK regional offices. Extending the quality monitoring and recording to other parts of the business means that all members of staff can contribute to meeting the guidelines set out in the FSA’s Treating Customers Fairly (TCF) initiative. The deal sees Brewin Dolphin buy 1,200 licences for the technology to compliment the 500 already in place.

"When you're working with 130,000 different clients and managing significant funds, it's essential to have records of all customer interactions, regardless of where and how the contact was made," comments Ian Spillett, Brewin Dolphin's head of voice and data.

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