View more on these topics

Huntswood gives compliance wake up call to contact centres

Huntswood is hosting a stand at the annual Call Centre Expo, September 29 to 30, to alert providers and outsourcing firms to the business risks of non-compliance and to offer guidance on what measures they can take.

By September 3 the FSA had received 17,291 applications for authorisation, and all of these firms will need to make sure that their contact centres comply with FSA regulation. All firms operating contact centres in a regulated sector should consider whether they need to apply.

 

Outsourced contact centres are already facing new UK and EU guidelines  coming into force later this year.

 

Huntswood offers a full regulatory audit service to help companies make their contact centres compliant. 

In addition, Huntswood offers firms use of its compliant 165-seat Avaya contact centre with the capability to handle 500 simultaneous calls and trained call handlers available. The FSA&#39s forthcoming guidelines recognise the benefit of engaging external advisers to assess regulatory compliance.

 

Mark Fry, senior account director at Huntswood, says: &#34It&#39s imperative that lenders, general insurers and outsourcing providers recognise call centre compliance as a serious issue. 

“The training and changes required are complicated, but failure to implement them could result in FSA fines or even company closure. 

“We&#39re doing our best to alert the industry, and to offer constructive support and a structured training programme to improve call handling and to enhance understanding of what is and what is not compliant.&#34

 

 

Recommended

Genesis warns brokers to get truth from networks

To help brokers separate financial fact from fiction, Genesis is providing a free revenue planning service which will be based on a brokers precise volume and mix of mortgage business. John Lee, head of sales and marketing at Genesis says: “What matters with network charges is the net income brokers actually receive. That means not […]

Support for use of gender in MPPI

Banning the use of gender could ultimately affect mortgage protection, making it more expensive for both sexes. The Association of British Insurers has also welcomed the House of Lords&#39 European Union social and consumer affairs sub-committee&#39s view that the European Commission should carry out a thorough impact analysis of its proposals before proceeding. Stephen Sklaroff, […]

B2L index shows rental pick-up

Rents increased in seven regions, with the largest rises in Wales, up 11.4% to £8,859, the East Midlands, up 6.3% to £9,721 and the West Midlands, up 5.5% to £9,499. Rental incomes in the North-West and East Anglia rose by over 3% to £7,009 and £8,854 respectively, while smaller rises were seen in the South-West […]

Laker features on radio show

The programme has been picked up by 35 stations so far including Saga Radio and Nottingham-based Trent FM, with more expected to take it up soon. Llewellyn-Slade PR offered stations three format options: taking a pre-packaged interview from LSPR, pre-recording an interview or interviewing the expert live. All the stations opted for studio interviews, with […]