Understand why financial organisations have created call centres to serve their customers
Explain the main characteristics of a call centre
Describe what led to the development and evolution of call centres
Explain the benefits to financial organisations of using call centres
Evaluate the wider impact that call centres have had on financial organisations
Explain the important factors to consider when deciding where to locate a call centre.
Understand the different types and needs of financial service customers
Explain the expectations of customers using call centres
Explain why customers may dislike using call centres.
Analyse the varying needs of customers who have different profiles in relation to:-
• Life cycle
• Product knowledge and financial maturity
Know the products and process involved in selling financial products and services to customers
Describe how to implement the steps used in the selling process
Explain the characteristics of basic of basic financial products
Explain the typical service functions carried out within a call centre
Understand how a call centre should deal with customer complaints
Explain the limits of responsibility for dealing with complaints, and how to use organisational procedures.
Describe the benefits in having a service recovery programme
Explain the five step process to dealing with customer complaints
Understand how to comply with legal requirements, industry regulations and professional codes.
Explain the role and responsibilities of the Financial Services Authority (FSA)
Summarise the actions and timelines outlined by the FSA for complaint handling
Summarise the Financial Services Ombudsman’s role in resolving complaints
Explain the role of the Data Protection Act and Telephone Preference Service.
Understand staffing and other resource requirements when setting up a call centre
Analyse the factors involved when establishing staffing level requirements for a call centre
Explain the key stages when recruiting new staff members
Explain the different components of initial and ongoing training and support for members of staff can expect
Explain the key system requirements that will enable staff to deliver an efficient service to customers
Explain how an effective telephone system aids the operation of a call centre and the impact on customers when the system breaks down
Understand the importance that culture plays within a call centre
Analyse the different factors involved when developing an organisational culture
Define the four main types of culture generally found within organisations
Explain the signs of a failing culture