Contact Web

What we do

End-to-end customer operations, built around your business

From frontline customer service to specialist collections and complaints handling, we deliver regulated, high-quality operations across three global locations.

First-contact resolution, every time

Customer Service

We handle inbound and outbound customer interactions across voice, email, live chat and social, delivering consistent, compliant service that protects your brand and retains your customers.

94%

average first-contact resolution

What's included

  • Inbound and outbound voice, email, chat and social
  • FCA-regulated customer service capability
  • Vulnerable customer identification and support
  • First-contact resolution focus with QA oversight
  • Blended UK, South Africa and Georgia delivery
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Qualified pipeline, delivered at pace

Sales & Lead Generation

Our trained sales teams generate, qualify and convert leads across regulated and non-regulated sectors, using data-driven dialler technology and proven outbound methodology to maximise your ROI.

3x

average conversion uplift vs in-house

What's included

  • Outbound B2C and B2B lead generation
  • Predictive and progressive dialler technology
  • FCA-compliant sales processes
  • Real-time performance dashboards
  • Conversion rate optimisation and script development
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Accurate, efficient, scalable processing

Back-Office Support

We take on the administrative burden that slows your business down, from document processing and data entry to case management and compliance checking, freeing your team to focus on higher-value work.

40%

average cost reduction vs in-house

What's included

  • Document processing and data entry
  • Case management and workflow administration
  • Compliance and regulatory checking
  • KYC and AML support processes
  • Scalable capacity: ramp up or down in days
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Empathetic recovery, maximum return

Collections & Credit Control

Our collections teams combine regulatory expertise with empathetic customer engagement, recovering debt effectively while maintaining your customer relationships and meeting FCA conduct standards.

28%

average uplift in recovery rates

What's included

  • Early, mid and late-stage collections
  • FCA-regulated collections capability
  • Vulnerable customer protocols and TEXAS training
  • Affordability assessment and payment plan management
  • Dialler-optimised contact strategies
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Resolved fairly, within regulatory timescales

Complaints Handling

We manage the full complaints lifecycle, from first contact through investigation, root cause analysis and FOS referral, ensuring every complaint is handled fairly, thoroughly and within FCA timescales.

98%

complaints resolved within FCA timescales

What's included

  • End-to-end complaints management
  • FCA and FOS-compliant processes
  • Root cause analysis and MI reporting
  • Redress calculation and payment processing
  • Specialist PPI, motor finance and packaged accounts capability
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The right people, in the right place, fast

Recruitment & Resourcing

Our in-house recruitment function sources, assesses and onboards contact centre talent at scale, for our own operations and as a standalone service for clients who need rapid, quality resourcing.

72hrs

average time from brief to first interviews

What's included

  • Volume recruitment for contact centre roles
  • Specialist sourcing for regulated financial services
  • Assessment centre design and delivery
  • Onboarding, compliance and right-to-work checking
  • Managed service and RPO models available
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Delivery model

Blended delivery across three locations

Every service can be delivered from our UK, South Africa or Georgia operations, or as a blended model that balances cost, quality and regulatory requirements.

Ready to talk through your requirements?

Tell us what you need and we'll put together a tailored proposal, usually within 48 hours.

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