MiFID II began in early 2018 and is an EU directive covering all investments and savings products with the exception of savings accounts. The directive applies to all EU and EEA countries and the abbreviation stands for Markets in Financial Instrument Directive 2.
Through the introduction of MiFID II, the financial industry has received increased demands for information to customers. With this, investment firms must review their customer management in general, including the telephony, in order to meet the requirements.
In accordance with MiFID II, companies active in finance must set up a special complaint handling feature. This requires a transparent complaint management that is actively analyzed. Here too, the importance of efficient customer management becomes crucial.