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.
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.
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.
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 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.
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.