Company: Abrdn (formerly Standard Life Aberdeen)
Location: Scotland
Industry: Financial Services
“In 3 months, it has transformed how we manage risk in our contact centre!”
Abrdn is one of the world’s largest independent, full-service asset managers, with strong values and over 30 years of expertise. Abrdn is dedicated to helping investors around the world reach their desired investment goals and broaden their financial horizons.
Challenge – Vulnerable to compliance/security risks, No automation, No QA Process.
Abrdn had recently started using Salesforce and were looking to improve their quality auditing process. At that point they had no quality auditing tool in place and were concerned about potentially missing compliance and security risks occurring on calls.
They were looking for a tool to help shine a light on their customer interactions and provide insight on areas to improve. For a contact centre in a highly regulated industry, handling thousands of calls per day, it’s vital to has as much insight as possible.
The In-gage Solution – Automated compliance/security checks to mitigate risk
In-gage has helped Abrdn with our QA tool and Compliance AI, which has helped the Contact Centre and Relationship Management teams to audit every single call against their bespoke compliance and security checks. With risk alerts sent to managers for immediate coaching responses, and full reporting and dashboards available within their Salesforce instance.
This allows Abrdn to say with confidence that they are fully compliant with all regulations and internal security checks. This reduces time spent manually checking a small sample of calls and means more time can be spent helping staff to improve their customer service.
The value of our real-time feedback from our compliance AI was key seen immediately by Abrdn when it flagged a team’s performance on day one of their usage. This allowed instant training to take place and provided peace of mind to leadership that they were compliant to their regulations.
Results seen in 3 months:
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Immediate process and culture shift to focus on compliance
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NPS increase of 6%
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Mitigation of compliance and security risks in the contact centre
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Efficient coaching process in place
Innovation with In-gage
A part of Abrdn’s Salesforce configuration included their usage of the Amazon Connect telephony system.
To enable 100% of customer conversations to be audited, In-gage created a new integration allowing all Amazon Connect calls to audited by our compliance AI.
This ensures Abrdn can track the performance of their agents across every contact channel they utilise.