54% Discover Compliance Breach Outside Routine QA Reviews

More than eight in ten FCA-regulated businesses believe they could provide evidence of fair customer treatment if reviewed by a regulator, according to new research commissioned by MaxContact.However, the research found that 54% of UK contact centre managers and directors have discovered a compliance breach outside their routine quality assurance reviews, highlighting a potential gap between confidence in existing processes and the evidence available across customer interactions.The survey found