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,

TieTa is founded on years of experience and excellence

UK agents are typically more in tune and empathetic with your UK customers, giving them confidence their calls are handled diligently with customer satisfaction.

100% UK
Contact centre based in
Banbury, Oxfordshire

Our proven track record and performance has been recognised by industry leaders for excellence and best practices.

Award winning
Winner of
Best Contact Centre Team

Whether you require a bureau-based (shared pool) resources or a dedicated team to support your operation, we can taylor the right campaign size based on your current and future needs.

Scalable
Scale up or down
according to demands

The team has knowledge and experience in managing more than 300,000 customers with their loans, from loan application and ongoing loan maintenance through to repayment and collections, including vulnerability and quality monitoring.

Expert knowledge
UK financial services
regulated experience