Since 1998, CallCare has delivered frontline customer operations across financial services, banking and insurance. As an FCA authorised and regulated, ISO 27001 certified contact centre, we combine more than 25 years of operational experience with the compliance, security and sector knowledge required to support regulated customer journeys, from banking and cards to insurance, mortgages, foreign exchange and financial services.
Speak to us about your customer operations
For over 25 years, CallCare has supported organisations operating in financial services, insurance and other regulated markets. From banking and payments to foreign exchange, insurance, mortgages, lending and financial advice, we provide outsourced customer service operations for organisations where accuracy, security, compliance and customer trust matter.
As an FCA authorised and regulated contact centre, we understand that supporting customers in financial services requires more than good customer service. It requires controlled processes, trained people, secure handling of information and a clear understanding of what can and cannot be done within a regulated customer journey.
Whether you need a fully outsourced customer service operation, a dedicated team, overflow capacity or out-of-hours support, CallCare can operate as an extension of your business.
Speak to us about your customer operations →Financial services customers often contact you at critical times. These are not simply calls to be answered, they are sensitive customer interactions that must be handled accurately, securely, and in strict accordance with defined compliance processes.
Five areas of regulated customer operations where CallCare teams work every day.
Helping customers access and manage their accounts and resolving common service requirements without unnecessarily escalating them into the bank.
First point of contact for customers using foreign exchange and international payment services, working within defined processes and client systems.
Supporting insurers, insurance brokers and specialist insurance businesses with everyday customer enquiries and administrative requirements.
Out-of-hours support for motor insurance and accident-management operations, giving drivers a trained point of contact when an incident occurs.
Structured qualification and data-capture processes for mortgage advisers, corporate finance businesses, lenders and asset finance providers.
Our experience extends across a broad range of regulated and financial services businesses, allowing your organisation to spend more time on activities requiring your expertise.
Customer enquiries, policy-related support, claims information, accident reporting and out-of-hours services.
Frontline call handling, message taking, customer data capture and routing to appropriate brokers.
Customer account support and day-to-day service enquiries for large customer populations.
Digital account support, card enquiries, lost and stolen cards and first-line customer services.
Initial enquiries, structured data capture, appointment booking and adviser handover.
Inbound prospect handling, qualification, message taking and routing to finance specialists.
Customer communications, enquiry handling and support around financial products and services.
Professional first-line customer handling and structured routing of new enquiries.
Financial services outsourcing requires strong operational controls. CallCare is authorised and regulated by the Financial Conduct Authority and operates within established risk and compliance frameworks.
We understand the importance of treating customers fairly, protecting sensitive information and ensuring agents operate within the agreed scope of each client programme.
Outsourcing does not have to mean losing control of the customer journey. Our teams can operate within your existing technology and processes, using your CRM, customer service platforms, knowledge base and workflows.
The enquiries CallCare agents are trained and authorised to complete.
The information required at each stage of the customer journey.
Clear boundaries for specialist, advisory, vulnerable-customer, complaint or higher-risk interactions.
Defined routing to the appropriate internal team, adviser, broker, claims handler or specialist.
Service levels, quality, resolution, customer experience and operational performance.
Not every financial services organisation needs the same outsourcing model. This flexibility allows us to support specialist brokers and advisers as effectively as larger financial institutions with thousands of customers.
Extend customer availability without maintaining a complete internal operation outside normal working hours.
Protect service levels during peaks, campaigns, incidents or unexpected demand.
A flexible shared-resource model for lower-volume requirements.
CallCare agents trained specifically around your organisation, products, systems and processes.
A managed operation covering significant parts of the frontline customer journey.
Whether you need us to handle a defined part of the customer journey or operate a complete frontline customer service function, we can build the service around your systems, processes, compliance requirements and customers. From a few hundred specialist enquiries to thousands of customer interactions, we can design an outsourced operation that gives your customers the service they expect while giving your business the control it requires.