Forensic Psychology is integrated and embedded with Anti Money Laundering. This can be mostly used by the Compliance Officers using Customer Interaction in Contact Center Environment.
1. Basic Profile of the Customer.
2. Is the caller first time towards phone banking to avail the service?
3. Has the agent raised alerts before?
4. What was the tone of the customer? Very fast, slow or jittery or abusive?
5. Was the customer requests covered Transactions?
6. Is the customer seems lost?
7. Is the customer seems exhilarated with first time money?
8. Does the customer gives irrational movement of money?
9. Was the customer abusive throughout conversation so that pertinent questions can be avoided?
10. Has the customer violated phone banking password and then clears security?
11. Is the voice of the customer matches with that of the profile?
****above list is indicative, there are more psychometric analysis of a call to reach a conclusion and then alerts can be opened. Customer is business of the bank, an astute professional needs intense call analysis through psychometric procedures to get a broader picture of his customer.'
Source: Nilav Nandi, MBA, M.A. (Psychology), CSM®, CCB®, CCE®
No comments:
Post a Comment