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
3 of 4
Agents consistently above 85% quality target
Weeks
From contract to fully operational
The challenge
The client had made their internal team redundant as part of a need to find a more cost-effective solution. They required an outsourced partner that could quickly step in to support their customers without compromising service quality or customer care, with an initial requirement for three staff to manage customer portfolios.
- Internal team made redundant, requiring rapid outsourced replacement
- Need to maintain continuity of service and customer care during transition
- Initial requirement for three staff managing full customer portfolios
- Calling, emailing and ongoing correspondence with customers required from day one
Our solution
Contact Web worked quickly to stand up the service, upskilling four agents within a matter of weeks to manage full customer portfolios. The Banbury-based team was embedded to provide consistent support, combining operational delivery with a strong focus on quality and customer care as the campaign stabilised and matured.
- Four agents upskilled within weeks to manage full customer portfolios
- Full calling, email and correspondence capability from day one
- Banbury-based team providing consistent, quality-focused delivery
- Strong focus on customer care throughout the transition and beyond
Results
100%
Portfolio clearance achieved every month
+8%
Improvement in QA scores over 4 months
3 of 4
Agents consistently above 85% quality target
Weeks
From contract to fully operational
"Within three months, the Contact Web team was achieving 100% portfolio clearance each month. Quality performance also improved significantly, with QA increasing by eight percent over a four-month period."
Delivery model
UK-based delivery providing rapid stand-up of a fully operational collections team managing complete customer portfolios.
Technology deployed
Quality monitoring that drove an 8% improvement in QA scores over four months.
Knowledge AI supporting agents with collections guidance and customer handling protocols.
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