Callyx Blog
Insights for AFSL Professionals
Compliance guides, operational intelligence, and industry commentary for Australian financial services professionals.
How to Build a Customer Service Training Program for a Brokerage
Generic customer service training gives staff a foundation in professional conduct. What it rarely gives them is the specific knowledge, language and judgement they need to handle the kinds of conversations that define service quality in an insurance brokerage.
What Is an AFSL and What Are Your Obligations as a Licence Holder?
Holding an AFSL means more than having a licence on the wall. Here is what your brokerage must manage day-to-day, and where gaps commonly appear.
How to Improve Productivity in a Financial Services Business
The biggest productivity drains in a brokerage are structural. Here is where time actually goes and the workflow changes that return the most capacity.
AFSL Monitoring Requirements: What Every Licensee Must Have in Place
Under s.912A(1)(ca) of the Corporations Act, every AFSL holder must systematically monitor their representatives. Here's what adequate monitoring actually requires — and where most firms fall short.
What Does a Compliance Officer Actually Do in a Financial Services Firm?
A compliance officer in a financial services firm is not simply a policy administrator. This guide explains what the role actually covers, where it intersects with principal accountability, and what tools are needed to make it work in 2026.
AFSL Call Recording Requirements: The Complete 2026 Guide
AFSL holders must retain records of personal advice for a minimum of seven years under ASIC Corporations Instrument 2024/508. This guide covers what the law actually requires, what ASIC looks for, common compliance gaps, and what leading firms are doing with their compliance recordings.
The Hidden Compliance Risk in Your Team's Phone Calls
Most insurance brokerage compliance programmes focus on documents. The risk that accumulates in verbal advice conversations often receives less attention, even though client interactions are frequently where conduct obligations are tested in real time.
How to Improve the Customer Experience in Insurance Without Hiring More Staff
Many client experience gaps in insurance brokerages are caused by inconsistent execution and limited visibility into client conversations, rather than by insufficient headcount. This article sets out where those gaps arise and how to close them without adding to your payroll.
Best Interests Duty for Insurance Brokers: What It Means in Practice
Best interests duty is the advice standard most likely to trigger an ASIC enforcement action against an insurance brokerage. Here is what compliance actually requires, and where the record most often falls short.
Client Retention Strategies That Work for Insurance Brokerages
Acquiring a new insurance client can cost seven to nine times more than retaining an existing one, yet retention is often an underused growth lever in a brokerage. This article outlines the conversation patterns that can indicate retention risk, why renewal calls alone are not enough, and what a proactive retention programme looks like in practice.
What Is Revenue Intelligence and Why Should Brokers Care?
Revenue intelligence turns your existing call recordings into business signals: renewal risk, conversion patterns, churn indicators and performance benchmarks, without a separate data team.
Duty of Disclosure: What Insurance Brokers Must Tell Their Clients
Disclosure obligations in an insurance brokerage sit in two areas: what brokers tell clients, and what clients tell insurers. Here is what changed in 2021.
How to Prepare for an ASIC Compliance Review Without Losing Sleep
If ASIC reviewed your brokerage tomorrow, would your records tell the right story? Here is what they look for, where most firms have gaps, and how to get ready.
Process Automation for Insurance Brokers: Where to Start
A practical framework for identifying your highest-value automation opportunities, the five post-call tasks worth targeting first, and the patterns that most often slow automation programmes down in the first year.
How to Coach Insurance Staff When You Can't Be in Every Conversation
Coaching insurance staff at scale requires more visibility than observation alone can provide. Call data gives your coaching programme a real evidence base.