Consumer Duty Closed Book Implementation: A Guide for Contact Centre Leaders

In the ever-evolving realm of financial services, the 2024 implementation of Consumer Duty Closed Book regulation presents a considerable challenge for firms.

For leaders in contact centres, comprehending and effectively managing the impact of this implementation is crucial to ensure compliance and deliver positive customer outcomes. So, as a call centre specialist how should you be approaching Consumer Duty?

Inventory and definition

Setting the foundation for compliance...

As the backbone of customer interactions, contact centres will play a pivotal role in the Consumer Duty Closed Book implementation process. 

Leaders must collaborate closely with compliance teams to identify and define legacy products accurately. 

This is essential for streamlining customer interactions related to closed products and maintaining consistency in aligning with regulatory standards.

Performance Assessment:

Tailoring measurement strategies for closed products...

Traditional metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), or retention might not provide a comprehensive understanding of closed product impacts. 

Contact centre leaders should advocate for a tailored Four Outcome measurement strategy to assess customer experiences accurately and ensure regulatory compliance.

Product Profiling:

Enhancing customer understanding for Informed Interactions...

Contact centres thrive on data-driven insights. 

Profiling closed products involves assessing closure rationale, materiality, ongoing governance, customer activity, and more. 

Leveraging this information allows contact centre leaders to guide their teams in delivering informed and customer-centric interactions.

Strategic Decision-Making:

The Impact on customer interactions...

Understanding the firm's approach to treating closed products is vital for contact centre leaders. 

Whether it's keeping and repairing, implementing tactical solutions, migrating, closing, merging, or selling, leaders must align contact centre operations to these decisions.

This ensures that customer interactions remain consistent with the firm's chosen strategy.

Implementation Planning and Prioritisation:

Aligning contact centre operations...

Revisiting implementation plans is a collaborative effort between compliance and contact centre leadership.

It involves prioritising actions, addressing competing priorities, and managing resourcing challenges.

Lessons learned from open product implementation should be integrated into contact centre training and operations.

Ongoing Governance and Risk Appetite:

Sustaining compliance in contact centre operations...

Ensuring ongoing compliance requires contact centre leaders to embed detailed closed product analysis into governance structures. 

Engaging stakeholders and aligning operations with the firm's risk appetite are key for sustained compliance.

Remaining agile in response to emerging regulatory perspectives post July 2023 is key to adapting contact centre strategies.

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