The Financial Services Authority’s Firms Contact Centre has received accreditation from Contact Centre Association, the UK’s professional body for contact centres.
The FCC provides regulated financial firms with a direct point of contact to help them understand the FSA’s regulatory requirements. It handles telephone and written communications from firms and is the point of contact for about 25,000 small firms who do not have an individual FSA supervisor.
Key performance indicators, of which the FCC were tested on, include answering 80% of calls within 20 seconds and resolving 90% of written communication within 12 working days of receipt.
Graeme Ashley-Fenn, director of contact revenue and information management at FSA, says: “The award represents an important milestone in enabling the Firms Contact Centre to fulfil its developing role. It provides assurance that we have in place effective management and development processes to support the significant changes we have under way for the Centre.”
Anne Marie Forsyth, chief executive of CCA, says: “We are delighted the FSA has achieved accreditation. It is a mark of the organisations dedication to professionalism and commitment to providing excellence in customer service.”