Foundation Home Loans wanted to contact a specific group of customers to understand if their current payment method was still appropriate to their circumstances. TieTa created an outbound dialling campaign designed to understand the customers’ circumstances and reasons why they chose their current payment method. It was important that TieTa’s trained agents also assessed customers for vulnerabilities and forbearance triggers during the calls and additionally ensured all calls were undertaken in a fair, compliant and compassionate way.
Foundation Home Loans have a passion for building trust with their customers and recognise the importance of clear, concise and understandable communications.
TieTa share this passion and so on–boarding and up–skilling agents, enabling them to work on the Foundation Home Loan in-house CRM and telephony systems, was a straight forward process. In addition, theTieTa team have a wealth of experience and skills from many years of working within the financial services sector including an understanding of the complex regulatory requirements and the necessary specialist knowledge and experience in handling conversations with vulnerable customers.
In order to protect customer trust and loyalty, TieTa were able to work with Foundation Home Loans to continually enhance the dialling and communication plan and complete ongoing quality monitoring at each customer touch point, always ensuring a consistent high standard of customer contact and care.
The TieTa Team surpassed the operational targets that were agreed at the outset of the project. Planned dialling attempts were compliantly exceeded by as much as 50% of the target with a higher than expected number of customers choosing a new method of payment when presented with options. The TieTa team quickly adapted to the campaign requirements, which resulted in quality monitoring scores of more than 98%, matching Foundation Home Loans’ fantastic customer service standards.
At TieTa we pride ourselves on our versatility and quality and our strong desire to operate as partners to our clients, providing an ongoing relationship that is constantly improving. We believe this is what makes TieTa different to our competitors. By operating in partnership, TieTa has built a strong and valued relationship with Foundation Home Loans.