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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




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