We know there is only so much we can say to convince you that our services are second to none. That’s why we wanted to share what some of our clients have to say……
Debt Collection Services UK Limited
“Y&R provided a high quality, professional and very hands-on consultancy service. All this is underpinned by their extensive knowledge of FCA regulatory framework. I would not hesitate to recommend them”
Colette Rhodes, Director
PRA Group (UK) LTD
“The consultant was very proficient and knowledgeable on regulatory issues and only required the smallest of brief to carry out the role that we required. The work the consultant carried out was highly professional, well planned and exceeded the goals that were set. We would not hesitate to recommend Y&R to any company that wishes to meet their regulatory obligations and overcome compliance issues”.
Alan King, Head of Compliance
Consumer Credit Firm
“The Consultant joined the business to complete conduct risk oversight activities. The consultant had a “can-do” approach and quickly developed effective relationships across the business, both within the Enterprise Risk team and in other functions. The consultant’s experience and insight also helped to identify coaching needs in the complaints and QA teams for whom they subsequently delivered relevant training and coaching sessions that received excellent feedback. We would certainly not hesitate to reach out to Y&R again to fill any resourcing gaps in the team”.
Head of Conduct Risk Oversight
“We commissioned a suite of bespoke training modules on Collections, Complaints Management and Customer Vulnerability. The turnaround was swift and the quality and content of material excellent. I would highly recommend Y&R”.
David Perkins, Operations Director
118 118 Money
“We asked Y&R to prepare and deliver a full Collections including Complaint Handling course at short notice and they exceeded my already high expectations on many levels such as the quality of the training material, the interpretation of the brief, the quality of the delivery and most important of all the impact on the Collections team. Training is only ever really effective when you measure the output of the agents trained and there was a noticeable improvement in the quality of the calls and outcomes even whilst the training was still going on. Not only would I recommend Y&R, but I am already talking to them about their next assignment for us.”.
Mark Burgess, Chief Operating Officer
118 118 Money
“When I was told Y&R were coming in to train me on something I believed I already knew, I felt that I didn’t need this and it was a time spent off the phone that didn’t need to happen.
After the first half a day of training, I had learnt a lot about how a collector should be asking questions to establish the customers issues and work woth them on a resolution / plan.
After listening to calls before the training I felt that I came across very sarcastic, Y&R came up with solutions I could use to avoid sounding sarcastic and using it to my advantage and asking the same questions I do but more politely and professionally.
Josh Townsend, Collections Agent