UK on-shoring of HCSTC lender's operations and contact centre

UK on-shoring of customer contact centre
The Challenge

In January 2020 our client needed to onshore their operations functions and contact centre, without any disruption to their day to day customer service, and with a strict deadline of March 2020 to close their offshore offices in Estonia. At the time, our client was handling 20,000 customer service interactions per month across all operational functions.

How we helped

We set up an onshore virtual team which was integrated to use the client's existing CRM and communication platforms. TieTa’s team worked in parallel with our client's Customer Operations team, creating a single blended team across the UK and Estonia. We achieved this through on-site and virtual training, depending on the client's requirements on specific operations functions: Contact Centre, Collections & Recoveries.

The Result

A complete UK-based call centre to operate our TieTa customer service operation.

100% UK
Contact centre based in Banbury, Oxfordshire
Award winning
Winner of Best Contact Centre Team
Scalable
Scale up or down according to demands
Expert knowledge
UK financial services regulated experience