Leading UK Telecom Achieves 29% Increase in Cash Collected While Ensuring FCA Compliance

Concentrix stepped in to deliver a comprehensive solution, combining FCA compliance expertise, business intelligence, and operational excellence. From training to operations to quality, we collaborated with the client to reimagine how its teams operate. Key to our solution was:

• FCA compliance support: Transitioned to an FCA-regulated product while maintaining strict adherence to regulatory requirements, ensuring full compliance with FCA standards throughout the collections process.
• BI-driven insights: Conducted regular deep-dive analyses on first contact resolution (FCR) and voice of customer (VOC) data to identify process gaps, optimize cash collected performance, and drive continuous improvement.
• Outbound engagement strategy: Designed and implemented outbound contact campaigns to maximize cash collection by deploying Concentrix-developed engagement toolkits that balanced compliance with commercial effectiveness.
• Vulnerable customer focus: Used speech-to-text analytics to build a vulnerability dashboard with sentiment analysis and vulnerability markers, embedding quality checks into every interaction to maintain FCA compliance while improving cash collected outcomes.