Case Studies

Real results from real clients

We let the outcomes speak for themselves. Explore how we've helped businesses across regulated sectors transform their customer operations.

£4.2m+

Debt recovered for clients

99.2%

Processing accuracy achieved

300%

Capacity scaled for peak demand

FOS referral rate (down from 18%)

RetailCustomer ServiceBanbury, UK

Muscle Food

Cutting first response time by 78% and resolution time by 47% for a leading online food retailer

Muscle Food needed complete customer service support across multiple channels and social platforms. Contact Web built a specialist team, implemented structured workflows and quality assurance, and delivered transformational improvements in response and resolution times.

78%

Reduction in first response time

47%

Reduction in resolution time

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Financial ServicesComplaints HandlingBanbury, UK

A regulated vehicle finance brand

97% quality score within six months and a 7% improvement in operational efficiency for a regulated vehicle finance brand

A regulated vehicle finance brand needed a flexible outsourced partner to support vehicle quality complaints and Data Subject Access Requests within a highly regulated FCA environment. Contact Web delivered a tailored solution that exceeded quality benchmarks within the initial phase and secured a long-term contract.

97%

Overall quality score within 6 months

+7%

Improvement in operational efficiency

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Financial ServicesCollections & Credit ControlBanbury, UK

Payment Assist

Increasing contact rate from 30% to 70% with a predictive dialler capable of calling 5,000 numbers per day

Payment Assist needed a scalable collections and customer service solution to handle high inbound volumes and a large number of customers in arrears. Contact Web deployed dedicated teams, introduced a predictive dialler and scaled from 6 to 13 FTE as the campaign grew.

70%

Contact rate (up from 30%)

5,000+

Numbers dialled per day at peak

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Food & BeverageSales & Lead GenerationBanbury, UK

Coca-Cola Europacific Partners

12% uplift in conversions within two weeks and the highest Automatic Transfer Orders in Europe for Monster Energy Bad Apple

CCEP needed a telemarketing partner to drive New Distribution Points, support product launches and reach off-coverage accounts not visited by field representatives. Contact Web built a brand-led team that delivered standout results including the highest ATOs in Europe for a major product launch.

+12%

Uplift in conversions within 2 weeks

+30%

Boost in performance from targeted voice campaigns

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Financial ServicesCollections & Credit ControlBanbury, UK

A specialist collections business

100% portfolio clearance every month and an 8% improvement in QA scores within four months

A specialist collections business needed a cost-effective outsourced alternative after making their internal team redundant. Contact Web stood up the service rapidly, upskilling four agents within weeks to manage full customer portfolios, and achieved 100% portfolio clearance within three months.

100%

Portfolio clearance achieved every month

+8%

Improvement in QA scores over 4 months

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TelecomsCustomer ServiceUK + South Africa (blended)

Esim Go

24/7 global technical support across Level 1 and Level 2, enabling year-on-year revenue growth and a long-term contract extension

Esim Go is a rapidly growing global eSIM provider that needed scalable 24/7 technical support across multiple regions. Contact Web deployed a blended UK and South Africa model to deliver round-the-clock service desk, complaints and technical support as the business expanded into new markets.

24/7

Global technical support coverage

YoY

Revenue growth supported by the partnership

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