The challenge

Our client prides itself on being an ethical lender and treating all its customers with empathy and care. In addition to this core objective, and in alignment with the newly established FCA consumer duty regulations, they also wanted to ensure that all their customer support staff were fully trained to ensure customers’ financial well-being, particularly those in vulnerable circumstances.

Solution

To address this requirement, the client collaborated with BPA Quality Training to conduct a comprehensive series of workshops for their skilled customer support team. These workshops, titled ‘Effective Support for Customers in Vulnerable Circumstances’, centre around providing focused and impactful support to vulnerable customers.

These engaging and highly interactive online workshops were timed to ensure readiness for the heightened regulations concerning the need for positive customer outcomes, as stipulated by the FCA’s latest Consumer Duty framework.

Conducted virtually by BPA’s training experts, these workshops were presented to their customer support team based in Egypt. BPA’s trainers shared their delight in collaborating with a dedicated group of customer-centric professionals, allowing them to delve into various facets of customer experience and emotional intelligence. Moreover, the workshops provided a platform to exchange valuable insights and showcase the remarkable expertise within the participant groups.

Results

Feedback from the workshop participants was very positive, with many expressing their appreciation for the session’s value, highlighting their enjoyment and successful application of the acquired knowledge.

The interactive nature of the workshop, coupled with the strong support provided by the trainers, was particularly noted and contributed to the participants’ positive experiences.

Feedback

Nishma Ruparelia, Customer Compliance Team Leader, added, “I want to take this opportunity to say thank you so much for a wonderful training course – we all thoroughly enjoyed it and found it very helpful.”

Other participant feedback included:

• “It was such an amazing session that I enjoyed, and I gained a lot of experience. Now I’m able to apply what I learned, and I’m so satisfied with the amount of support that I received.”
• “This was such an eye-opening experience. The organisers were so supportive and great at adding to our knowledge. We gained a lot and really enjoyed this training; thank you all for helping us to understand and help our customers.”
• “The session was very interactive, which helped me absorb all the information and stay focused! Once again, thank you for your efforts.”
• “Great workshops, and great training overall. The training was valuable and very interactive. I enjoyed the training and came away better for it.”