Vulnerable Customer Management

Our staff are trained to manage vulnerable customers and work within regulatory guidelines

Dedicated vulnerability team

You can transfer vulnerable customer calls and emails to our dedicated vulnerability team. Our trained team of agents know how to manage vulnerable customers in order to treat them fairly and with empathy. This allows your team to reduce contact handling times while our specialists will take care of your customers.

We can help you with outbound dialling campaigns to engage with your customers. Our dedicated team will work side-by-side with our in-house support team to achieve the best outcomes.

Consultancy & vulnerable customer journey review

We can take an in depth look at how a vulnerable customer is handled from the start of their journey with you, right through to the close of the relationship. A key area to look at is when a customer falls into arrears and how they progress through your collections cycle.

By completing these reviews, we can provide insight of where your policies have gaps and internal controls are required to help protect you and your customers. We will help you to improve operational processes and identify efficiency gains.

Vulnerable Customer Management

Our other services

Bounce Back Loan Scheme (BBLS) customer support

Customer support for your clients managing their loans during the pandemic

Contact Centre Solution

Multi-channel inbound and outbound services: telephone, email, SMS, web chat, social media

COVID-19 Resourcing Solutions

We can swiftly deploy teams for your business to cope with additional enquiries driven by the pandemic

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