Audit Agent helps Gladstone Brookes’ reach a 90% or above pass rate for their call-centre agents…

Audit Agent helps Gladstone Brookes’ reach a 90% or above pass rate for their call-centre agents…

Introduction

Gladstone Brookes is a well-known Claims Management Company who have successfully reclaimed over £1 Billion in mis-sold payment protection for their customers.

GB wanted to ensure they accurately monitored their calls in both their UK and South Africa call centres, in order to ensure that staff were meeting regulatory requirements, as well as offering a fantastic customer service.

Challenge

GB wanted to ensure they could monitor large volumes of calls each week and be able to report on the results. It was important that they could identify trends and areas that required training to allow them to support their staff. GB were using excel spreadsheets at the time, which made it very difficult to monitor and manage due to the high volume of calls.

The Solution

Audit Agent developed a bespoke portal for GB, which allowed for large volumes of call audits to be processed that were measurable. We created an audit feedback form to summarise their audit scores and highlight areas for improvement or further guidance/training.

The reporting functions now allow GB to focus on high risk areas and adapt their processes to ensure they are reducing risk and effectively managing their call centres in the UK and South Africa.

The Solution


Audit Agent developed a bespoke portal for GB, which allowed for large volumes of call audits to be processed that were measurable. We created an audit feedback form to summarise their audit scores and highlight areas for improvement or further guidance/training.

The reporting functions now allow GB to focus on high risk areas and adapt their processes to ensure they are reducing risk and effectively managing their call centres in the UK and South Africa.

Benefits

Time Saving
Reports at a touch of a button
Documented results
Ability to identify top performers
Ability to identify high risk agents
Ability to monitor high risk areas
Audit trail of improved results
Time Saving
Reports at a touch of a button
Documented results
Ability to identify top performers
Ability to identify high risk agents
Ability to monitor high risk areas
Audit trail of improved results

0

%

Above Pass Rate


Result


Audit Agent has helped GB’s call centre in South Africa reach a 90% or above pass rate over the past 12 months. This means customer calls are being handled in line with the FCA’s expectations, and support is being offered to vulnerable customers as a result.

Audit Agent has allowed GB to establish key training requirements and adapt their processes to improve the customer experience. Accurate feedback through call monitoring has allowed GB to make their claims process as easy as possible for their customers.

Key Stats

1. 250 agents in SA alone with around 50 agents in the UK that received Audits

2. GB were completing around 30,000 calls per week across all campaigns

3. With around 3 million active cases

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