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- Regulatory Compliance Assurance: Easily configure rules to monitor compliance with Ofgem Standards of Conduct, ensure your team adheres to regulatory requirements consistently. Maintain high standards in treating customers fairly and transparently.
- Vulnerability Identification & Support: Detect vulnerable customer characteristics, and protect those in need. Help your team to provide immediate support and help meet your customer obligation.
- Complaints Handling Analysis: Stay on top of your complaint resolution processes. Meticulously review the language and patterns in customer interactions to ensure effective handling of complaints and reduce the likelihood of repeat or escalated issues.
- Actionable Insights for Service Improvement: Expose valuable insight to enhance the quality of customer engagement. Provide targeted feedback for training and development. Continuously improve communication skills, processes, and service delivery.
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In the ever-evolving energy market, compliance with Ofgem regulation isn’t just about following rules—it’s about building trust and delivering exceptional service to every customer. Assure harnesses the power of AI-driven transcription and analysis to transform the way energy suppliers approach quality assurance. Our intuitive platform enables you to proactively monitor customer interactions, ensuring that all communications not only meet the high standards set out by Ofgem but also reflect your commitment to customer excellence.
Watch our demo video to see Assure in action.
Energy suppliers face a significant challenge in assuring quality and compliance in every customer call. With the scrutiny of Ofgem regulation and the need to identify and assist vulnerable customers, it’s difficult to track and manage the performance of customer service advisors at scale. Failing to meet the right service quality levels can result in penalties, customer dissatisfaction, and damage to your reputation.