Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

How to Mitigate Conduct Risk with Back Office Workforce Optimisation Technology - Business Systems UK Ltd - Blog

How to Mitigate Conduct Risk with Back Office Workforce Optimisation Technology

Ethical conduct has become a high priority in financial services. Following a series of high profile scandals ranging from the mis-selling of PPI to the 2008 global banking crisis.  Authorities the world over have demanded greater transparency and greater accountability in the industry to curb the worst excesses.

In Europe, recently introduced regulations like MiFID II and GDPR have created obligations on banks, insurance companies, accountancy firms, financial advisers and others to beef up their internal reporting and monitoring mechanisms so they can demonstrate compliance with statutory standards. More generally, bodies like the UK’s FCA have pursued policies of reducing conduct risk, demanding that organisations under their remit proactively pursue better, fairer outcomes for customers.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

In practice, this has put the onus on how service providers monitor and manage behaviours across their own organisations. The first challenge of the conduct risk agenda is that businesses must have complete visibility on quality assurance (QA) and service level metrics, for both front and back office, and must be able to streamline and coordinate oversight to ensure compliance.

Faced with these shifting operational priorities, it is no surprise that companies are turning to technology to provide a solution. What some businesses may not realise is that back office workforce optimisation platforms like OPX - designed to integrate and automate back and front office operations to boost efficiency - are also perfect for achieving 360 degree visibility on service, quality and governance, therefore providing the foundations for conduct risk compliance.

The challenges of conduct risk compliance

The FCA‘s conduct risk agenda is driven by a desire to make financial markets and services work in the best interests of the customer. It places an expectation on companies to move away from a profits-over-ethics culture and to commit themselves to full compliance with the spirit of regulations, rather than just adopting a tick-box, by-the-letter approach.

To this end, the FCA sets out five questions which it expects businesses to be able to answer formerly with evidence in order to demonstrate compliance:

  1. What proactive steps does the organisation take to identify conduct risks in its business?
  2. How does the firm encourage people in front, middle, back office, control and support functions to feel responsible for managing conduct?
  3. What support does the firm put in place to help its people improve the conduct of their business or function?
  4. How does the firm’s board and executive committee get oversight of conduct in the organisation? And how do people bring it in to their discussions?
  5. Has the organisation looked at where there are any business activities it is engaged in that undermine its work to improve conduct?

For many financial services providers, addressing these five areas requires both cultural and operational change. In 2016, Ernst & Young undertook a study of attitudes to conduct risk across the sector in order to gauge where firms felt they needed to change and what they saw as the main challenges. Two of these key areas were monitoring and changing culture, and product design and governance.

On the issue of monitoring and changing culture, the study found sticking points included the ability to articulate and evidence current behaviours, aligning change activities so they were consistent and effective, and putting infrastructures in place that would allow senior leaders to effectively monitor activity throughout an organisation and therefore be able to take full responsibility.

On product design and governance, the report highlighted that many providers did not have effective risk profiling protocols in place, that there was widespread failure to monitor who bought which products and therefore trace performance ‘in the wild’, that complaint procedures were not supplying information that could be used to identify product failings and that there was little or no disclosure about product performance.

Across both of these areas, there is a general theme of deficiencies in data, monitoring and reporting. Firms struggle to take proactive steps to identify risks in behaviour or products because there is no joined-up approach to monitoring quality assurance (QA) and service level metrics, nor are their protocols in place to channel relevant data up the chain of command. Product performance is not monitored after point of sale, customer feedback is not used effectively, there is no coordinated oversight across front and back office, control and support.

All in all, these findings from EY underline how having effective data and intelligence procedures in place represents a significant barrier to firms being able to answer any of the FCA’s five questions positively.

How back office workforce optimisation can help

Workforce optimisation (WFO) software takes a data-led approach to streamlining operations and achieving greater efficiency. Long used in front end operations like contact centres, WFO platforms link sophisticated real-time monitoring capabilities to functions like work allocation and robotic process automation (RPA).

The result is that agent availability increases and decreases with the ebb and flow of demand, the right people get the right tasks at the right time and basic repetitive tasks become automated, freeing up human resources for more complicated, valuable work.

The purpose of OPX is to extend these capabilities to the back office, allowing all operations to enjoy the benefits of greater efficiency and integration. A modular, highly flexible solution, the way OPX controls and monitors workflows through all parts of an organisation also means it integrates data streams from many disparate points, bringing critical information together into a single shared dashboard. This in turn makes it an ideal solution to help financial services organisations overcome those barriers to mitigating conduct risk.

Breaking it down into specific capabilities, the OPX Conduct Risk module can:

  • Manage QA metrics from across an organisation in areas ranging from call quality and resolution SLAs to complaints and data protection.
  • Process data from more than 60 performance categories and present them on a dashboard under simple-to-grasp headings:
    • Customer claims are settled in a fair, timely and efficient manner
    • Customer complaints are resolved in line with Conduct Risk principles
    • Customer’s personal information is secure
    • Quality is of an acceptable standard.
  • Provide equally intuitive access and visibility to data on key risks, e.g. assurance, training and competence, change management.
  • Present performance data in visual form for current and historical reporting.

Overall, the OPX Conduct Risk module provides clear, actionable intelligence on all areas related to service quality. Given the FCA’s stated aim to drive a regulatory agenda that promotes positive outcomes for customers and the financial markets through cultural compliance, OPX provides an invaluable tool. The first task in bringing behaviour and performance into line with established standards, and then keeping them at those levels, is insight into what is happening across an organisation.

OPX draws data from multiple touchpoints to provide a rich real-time illustration of behaviour and performance that provides the foundations for compliance.

To find out more about OPX, then talk to our team. We’re independent technology consultants so we’re passionate about providing the right technology for your organisation to improve your customer service and operations.


Publish Date: April 5, 2019 5:00 AM

2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

View more from Business Systems UK Ltd

Recent Blog Posts:
Call Recording Management – How the Head of IT can manage large Call Recording PlatformsOctober 9, 2020 5:00 AM
Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPSAugust 13, 2020 5:00 AM
Top 4 Benefits Of A Cloud Contact CentreAugust 10, 2020 5:00 AM
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020 5:00 AM
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020 5:00 AM
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020 5:00 AM
Top 10 Tips For The Modern Contact CentreApril 8, 2020 5:00 AM
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020 5:00 AM
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020 5:00 AM
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020 5:00 AM

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =