Clever Nelly reduces Consumer Duty concerns

About

PCA UK, recognising the increasing complexity of frontline roles due to global staff expansion and heightened client demands, prioritises empowering its frontline employees. They are committed to providing the necessary tools and resources to enhance the performance of their frontline staff, understanding its crucial impact on the organisation’s success.

Challenges

The organisation faced challenges in ensuring consistent knowledge application among frontline staff, leading to quality assurance issues and an increased risk of failures. Additionally, they needed to address regulatory compliance, particularly concerning Consumer Duty, and improve overall customer service by supporting agents in making informed decisions.

Outcomes

The implementation of Clever Nelly has resulted in a significant improvement in quality assurance scores and a marked reduction in high-risk failures. Clever Nelly has effectively solidified knowledge retention among frontline staff, leading to fewer call failures and consequently, fewer Consumer Duty concerns. Senior stakeholders now have greater confidence in the competence of their staff to handle challenging customer interactions, ultimately resulting in better decision-making and enhanced customer outcomes.