Confirmit software helps with TCF compliance

Confirmit has been selected by Friends Provident to support its compliance with the Treating Customers Fairly (TCF) initiative of the Financial Services Authority (FSA).

Pauline Willcock, business architect at Friends Provident, said: 'In July 2008, we started to research suppliers of the software that we needed to build the surveys and do the reporting for TCF.

'Confirmit was selected for its track record and ability to provide Friends Provident with a high level of support and move quickly to meet our deadlines.

'The Confirmit team was well aligned with Friends Provident's thinking and objectives.

She added: 'By December we went live with our first TCF surveys - and they were across all of our different channels: online, IVR, phone and paper.

'Our team is now achieving a good rate of response - on one process alone more than 1,100 items of customer feedback have been generated in less than three months.

'Initially the focus was entirely on achieving the TCF outcomes but, as our TCF initiatives are so successful, we can now expand the user base so that the senior customer service managers can see all the results, including the verbatim comments from customers, and can start to take action as necessary.

Customer feedback generated from the Confirmit surveys helps Friends Provident to successfully measure three of the TCF outcomes: outcome three; outcome five and outcome six.

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