Quality Measurements - Client Outcomes in FCA environment

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Quality Measurements - Client Outcomes in FCA environment
Hi

I'm reviewing our current client outcome categories of:

Unacceptable Client Outcome - Detriment identified
Client Outcome Requires Further Review - Area of concern identified
Acceptable Client Outcome Achieved - Process feedback provided
Acceptable Client Outcome Achieved - Coaching feedback provided
Acceptable Client Outcome Achieved - All standards met

I think the FCA use:
Suitable
Unsuitable
Unclear

I wondered what other Quality Monitoring Teams use in FCA regulated environments.

Thanks

Sonia



Editor

Call Centre Helper

It sounds like you are on the right lines
The definition of suitability is included in this document

https://www.handbook.fca.org.uk/handbook/COBS/9/3.html

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