Feedback and Complaints
Maintaining high quality financial services delivery is essential to the reputation of your company and in meeting the FSA’s regulations on treating customers fairly. Customer feedback provides a valuable insight into the success of your sales delivery and forms an important component in identifying training and development opportunities.
AITrackRecord’s feedback functionality has been specifically designed to collate customer feedback and ensure that appropriate actions are taken to resolve any issues. When customer feedback is inputted into AITrackRecord it can be automatically assigned to an advisor, enabling managers to resolve customer concerns and support advisors to develop competencies, skills or knowledge that can help to ensure customers are treated fairly and that a consistent sales approach is delivered.
AITrackRecord can be fully integrated with existing customer feedback or support solutions, protecting your existing investment in technology, whilst providing a 360 degree view of the sales process and employee development requirements.
AITrackRecord’s powerful reporting functionality enables you to monitor and review all customer feedback and the remedial action to take as a result, enabling delivery of first class customer relations and helping in the development of advisors’ skills, knowledge and competencies.
AITrackRecord enables you to:
- Track feedback from customers and assign appropriate ‘follow up’ action
- Assign feedback to advisors and managers
- Proactively respond to customers, protecting customer relations and corporate reputation
- Create training and development based on specific customer feedback
- View a full audit trail of customer feedback by product, team or advisor
