Innovative Compliance Software Platform for Sales Agents in Stores & Call Centres

该项目解决了呼叫中心（CC）和店内销售代理向消费者错误销售的主要问题。错误销售的发生是由于高销售目标和缺乏产品知识/对客户需求的诊断不佳。在许多行业中普遍存在，特别是金融服务和能源/公用事业，不当销售导致缺乏信任，竞争以保持市场份额，以及由于违规赔偿而增加的间接费用。CC收到的6%的英国电话和5%的美国电话是投诉，其中80%和77%分别是关于错误销售或错误建议的产品。存在解决方案，试图帮助销售代理遵守投诉，以避免错误销售（例如，引导销售技术和行为分析），但它们具有显著的缺点：有限的应用程序，昂贵，缺乏整合，没有监管检查，无法配置昂贵的遗留系统。为了解决不当销售和信任问题，并利用存在的重大商机，Cinergy计划开发一个多功能，高度可配置的软件平台“S+”，允许代理商以规定的方式提供指导性选择，在客户旅程的每一步都是透明的，并由合规性驱动。该技术的价值得到了主要参与者的认可，他们需要新的解决方案来满足不断增长的消费者和合规性期望。该项目建立在2014年开发的一个原型上-试验表明，合规性提高了90%，并减少了不当销售。Cinergy将开发一套结构化的软件工具，帮助销售代理避免错误销售，遵守公司的规定，并改变客户的购买体验。该技术最初将针对能源/公用事业和金融部门，20个主要行业的不当销售影响和Cinergy有一个现有的市场途径。预计在中期内将更广泛地推广到其他行业（包括电信和零售耐用品）。2016年进入市场。

This project addresses the major problem of mis-selling to consumers by call centres (CCs) &in store sales agents. Mis-selling occurs due to high sales targets & lack of productknowledge/poor diagnosis of customer needs. Prevalent across many sectors, in particularfinancial services & energy/utilities, mis-selling has led to a lack of trust, competition tomaintain mkt share & increased overheads due to non-compliance compensation. 6% of UKcalls & 5% of US calls received by CCs are complaints, with 80% & 77% of theserespectively being about mis-sold or mis-advised products.Solutions exist that attempt to help sales agents comply with regs in order to avoid mis-selling(e.g. guided selling techs & behavioural analytics), however they have significant drawbacks:ltd application, expensive, lack of integration, no regulatory checks, inability to configureexpensive legacy systems.To address mis-selling & trust issues & to take advantage of the significant businessopportunity that exists, Cinergy plans to develop a versatile, highly configurable softwareplatform ‘S+’, which allows agents to give guided choice in a prescribed manner, istransparent& driven by compliance at every step of the customer journey.The value of the tech is recognised by major players who demand new solutions to meetgrowing consumer & compliance expectations. The project builds on a PoC prototypedeveloped in 2014 – trials demonstrated a 90% improvement in compliance & reduction inmis-selling. Cinergy will develop a suite of structured software tools which help the salesagents to avoid mis-selling, comply with company regs & transform the customer buyingexperience. The tech will initially be targeted at the energy/utilities & financial sectors, the 2major industries mis-selling affects & Cinergy have an existing route to mkt. A wider roll outto other industries (including telecoms & retail durable goods) is envisaged in the mediumterm. Mkt entry in 2016.