LSB Insight – Call Calibration

The LSB’s Insight team provide knowledge, practical considerations and unique insight to promote better outcomes for personal and business customers. One of the ways this is delivered is through call calibration sessions with firms. Find out more below or contact our Insight team by emailing Information on all of our available training, Forums and call calibration sessions can be found here.

Area: Personal/Business/CRM
Attendees: Management, quality assurance teams, or first line staff
Numbers: 15/20 a session
Length: 120 minutes
Channel: In person or remote
Purpose: Call calibration sessions are an extremely valuable way for firms to review how they are treating customers. By listening to a selection of calls with members of the LSB’s Insight team, firms are encouraged to discuss what works well and where there are areas for development. We draw on the most up-to-date insights from our work, and the information gathered from our Compliance oversight team, to help properly shape future interactions and improve outcomes.

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