'Under Consumer Duty, one of the things that we have to be able to demonstrate is that we are able to prove to the FCA that, not only are we doing the best we possibly can for our customers, but that if we have identified something that is a learning need for staff, we have something in place that can help us with that. That’s what Nelly does – we can identify where the weaknesses are.'

Rachel McGann, Training Specialist at LV= Financial Services, explains how Clever Nelly's Management Information supports them to identify critical weaknesses in employee knowledge and competence under Consumer Duty, reducing risk for the business and their customers.

Clever Nelly outcomes at LV=

↓ 62.5%
Complaints reduced by 62.5%.

↓ 85%
Call Wait Time reduced by 85%.

↑ 42%
Advisor knowledge of vulnerability improved by 42%.

↑ 30%
Compliance improvement in three key FCA training categories.

Download LV= case study to discover how they did it

Clever Nelly use applications at LV= include:

Contact centre metrics & KPIs

Complaint resolution / reduction

Employee error reduction

Consumer Duty

We’ve been able to be really reactive with Clever Nelly, quickly cementing knowledge after training has been rolled out. There’s been a lot of knock-on effects to service levels; average call times have gone down, complaints have gone down and attrition is significantly lower.

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