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Call centres caught in FSR Bill web.(Australia's Financial Services Reform Bill)(Brief...

THE INTRODUCTION OF THE Commonwealth Financial Services Reform Bill (FSRB) will have a major impact on the operation of call centres which will have to comply with tough new licensing and disclosure requirements from early next year.

The new legislation also challenges the current thinking in the financial services sector towards blended call centres where the same agents are handling inbound and outbound calls - which range from basic information to giving more complex advice.

In future, call centre agents giving investment advice to customers will need to

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