Banks, mutuals, super funds and insurers operate under obligations that most contact centres never face. CVT designs, delivers and supports contact centre environments where identification, recording, complaint handling and reporting all stand up to scrutiny.
Financial services contact centres carry a double burden: members and customers expect fast, personal service, while regulators expect every interaction to be recorded, traceable and resolved within defined timeframes. We build environments that satisfy both, rather than trading one against the other.
We are technology specialists, not compliance advisers. We build and configure platforms to support the obligations your compliance team defines, and we will tell you plainly where a control needs to sit in process or policy rather than in technology.
Use caller identity and CRM data to locate the right customer or member record before the conversation starts, reducing repeated questioning and shortening handle times without weakening verification.
Capture, categorise and track complaints from first contact with the interaction record attached. ASIC's RG 271 generally requires an internal dispute resolution response within 30 calendar days for most complaints, with different maximum timeframes for particular categories including superannuation — so early identification and accurate timestamping matter.
Configure call and screen recording, retention policies, encryption and access controls to match your compliance framework, with automated quality management reviewing far more interactions than manual sampling allows.
Join the contact centre to Microsoft Dynamics 365, Salesforce or your core systems so agents work in one place, with screen pop, click-to-dial and interaction history written back to the customer record.
Plan for end-of-financial-year, market volatility, insurance events and product changes with forecasting, flexible routing, callbacks and overflow arrangements that protect service levels.
Add web messaging, chat and voice self-service for balance, claim status and policy enquiries, transferring to an employee with authentication status and context retained when a human is needed.
Typical outcomes from engagements of this kind — not a guarantee. We will tell you what is realistic for your environment.
Three published stories across banking, superannuation and insurance — including a move from on-premises to cloud that saved approximately $150,000 in staff productivity.
Tell us about your priority use cases and technology environment, and we’ll give you our honest read on what will help.