Your Agents Need GuidanceTo Ensure Legally Compliant Customer Care
. . . We Deliver It.
Complaints to regulatory third parties happen when the customer feels mishandled, is put through repeated calls, or their needs are not appropriately addressed.
When formal complaints happen, customer contact centers can incur lawsuits, fines and other hassles.
The platform’s Regulatory Complaint Prevention function helps your agents deal with and prevent complaints to third parties (i.e. banking regulators, legal bodies).
When certain trigger words are uttered, junior agents are told to transfer the call to their supervisor, and senior agents are told to log the complaint in their internal tools. A pop-up message such as the one on the left is shown to the agent in real time.
Complaint is avoided or recorded for further action, customer has been handled in the best way!