The Pretoria-based Financial Services Board (FSB) has installed a call centre to streamline services and deal with an expected increase in queries and complaints. The call centre is expected to go live by the end of next month, in time to cope with response to a new FSB consumer education drive.
The FSB, a service regulator financed by the financial services industry, supervises the control over the activities of non-banking financial services and acts in an advisory capacity to the Minister of Finance. The Board is embarking on a consumer education campaign to inform the public of their rights in dealings with financial services companies, and to give them recourse in the event of poor service.
The manager of the new call centre, Selvan Govender, says four call centre agents have been appointed internally and have undergone soft skills and system training. They will handle incoming calls and electronic complaints from consumers, or will forward them to the relevant specialists within the FSB.
Govender says the call centre model is simple and very scalable, since the FSB has no call centre history to indicate future needs. It was installed in consultation with Retent Impact Solutions and includes a HEAT logging system, HP LC2000 server and recording facilities.
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