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
+3%
Increase in cash collected from early arrears
Long-term
Contract secured based on performance
The challenge
The client sought an outsourcing partner to support both collections and complaints activity. They needed a flexible and agile solution that could reduce costs while improving service quality, with deep experience in FCA standards and the ability to deliver consistently good customer outcomes.
- Need for FCA-compliant complaints handling and DSAR processing
- Requirement for flexible, scalable resource aligned to demand
- Cost reduction without compromising service quality or compliance
- First outsourcing engagement requiring a seamless virtual team model
Our solution
Contact Web's onboarding team designed a tailored solution aligned specifically to the client's needs, immersing themselves in the client's culture, tone of voice and business objectives. A technology solution was implemented to enable a seamless virtual team, with robust quality and governance frameworks embedded from the outset.
- Tailored onboarding aligned to the client's culture and regulatory requirements
- Technology solution enabling seamless virtual team between both organisations
- Flexible contract structure scaling resource in line with demand
- Robust quality and governance frameworks embedded from day one
- Extensive training on vehicle quality complaints and DSAR handling
Results
97%
Overall quality score within 6 months
+7%
Improvement in operational efficiency
+3%
Increase in cash collected from early arrears
Long-term
Contract secured based on performance
"The Contact Web team exceeded agreed quality benchmarks within the initial phase of delivery and consistently shared best practice across both organisations."
Delivery model
UK-based delivery chosen for regulatory sensitivity, with a virtual team model creating seamless collaboration between Contact Web and the client.
Technology deployed
Quality monitoring ensuring consistent FCA-compliant outcomes across all complaints and DSAR interactions.
Knowledge AI providing agents with instant access to regulatory guidance and complaints handling protocols.
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