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Consultation response

Remote customer interaction: Consultation Response

This response document sets out our conclusions and actions in relation to the consultation around remote customer interaction.

Evaluation of effectiveness

We proposed in the consultation to strengthen the existing requirement that operators’ must understand the impact of the interaction on the customer, as well as the effectiveness of the Licensee’s overall actions and approach.

Our formal guidance to remote operators already set out detailed information on how operators should assess the impact of their interaction on individual customers and adapt or amend their approach where necessary. In addition, we set out guidance on how the overall approach should be assessed, with cross-reference to the ABSG evaluation protocol.

We proposed a strengthening of LCCP, so that operators would be required to assess both the impact of their actions for individual customers and to assess the overall effectiveness of their approach.

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Consultation questions on evaluation of effectiveness
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