AA uses optimisation technology for compliance

The AA is using workforce optimisation technology to reduce the time it takes contact agents to be trained in Financial Services Authority (FSA) compliance.

Technology from Witness Systems is being used to reduce by three hours the time it takes for agents to complete the two-day compliance training course.

The organisation, which sells a range of motoring financial services, became FSA regulated in 2005.

It is now using Witness Systems’ call recording, quality monitoring and e-learning software in four of its dedicated UK contact centres located in Cardiff, Cheadle, Newcastle and Oldbury.

Using the Witness technology, the AA can record and evaluate all or specific types of interactions, capture screen data related to calls, and increase the levels and frequency of staff training and self-coaching, all the time ensuring FSA regulations are met.

Jim Austin, contact centre general manager for the AA, said, “The software has dramatically changed the training processes in our organisation, making training frequent and better targeted to meet individual as well as group needs.”
 
He said, “Using our captured customer interactions, we can rapidly create custom e-learning lessons to address the specific development needs of individual agents, as well as topic and process issues that impact our entire agent population.”

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