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Excited about enhancing your customer service quality assurance?
You’re in the right place and we’re thrilled you’re interested in seeing more from us.
You’ll experience:
- 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.
Start your Assure journey!
Interested in finding out more about how Assure can enhance your compliance and customer care with automated quality assurance?
Fill in our form and let’s explore how we can assist you.
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Comprehensive compliance
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.
Your challenges
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.
Our solution
Assure simplifies call quality assurance for energy suppliers. Our tool uses AI to review call transcripts, making sure each interaction complies with Ofgem Standards of Conduct. It automatically identifies when vulnerable customers need extra support and helps ensure complaints are resolved according to regulations. Assure provides a straightforward way to manage risk, improve customer interactions, and maintain compliance.
Further benefits with Assure:
- Fairer Energy Market: By meeting Ofgem standards, you contribute to creating a fairer market for all, especially the vulnerable.
- Efficient Training Programs: Assure pinpoints specific areas for staff training, enhancing the effectiveness of your call handlers through tailored development programs that address actual scenarios from your call transcripts.
- Boosted Customer Satisfaction: Leverage Assure’s advanced analytics to fine-tune your service approach, leading to improved customer experiences and increased loyalty as a result of consistently high-quality interactions.
- Streamlined Reporting: Benefit from Assure’s automated reporting feature, which makes it easy to generate comprehensive reports on compliance status and team performance, aiding in internal audits and regulatory reviews.
- Cost Reduction: Reduce operational costs by minimising the need for extensive manual call monitoring, allowing your team to focus on core tasks and strategic initiatives while Assure covers the breadth of quality assurance.