Supporting rapid growth in the prepaid card services sector with flexible inbound call handling, out-of-hours coverage, and high first call resolution standards.
Speak to us about your customer operations
NatWest Rooster Money is a pocket money allowance manager, chore chart, savings tracker, piggy bank, and prepaid debit card—all within a single intuitive app. Available in over 50 currencies, the app is designed to help parents teach their children about money while acting as a chore tracker and reward chart.
To support rapid market growth in the prepay card services sector, NatWest Rooster Money experienced an expanding customer base and an expected surge in customer service calls. As an existing product with immediate inbound volume, their internal team needed professional, reliable backup.
The primary operational objective was to partner with an experienced outsourcer capable of achieving high first call resolution, managing peak-time volume, and delivering dependable out-of-hours coverage without compromising customer trust.
After close consultation with NatWest Rooster Money’s management, CallCare deployed a flexible inbound bureau team specifically structured for financial customer enquiries. Comprehensive training sessions were conducted to align our team with Rooster Money's core brand ethos.
A comprehensive call and process flow was established to guide agents through all enquiry types. This ensures customer calls are resolved at Tier 1 wherever possible, escalating to internal specialist teams only when strictly necessary.
How CallCare integrated with NatWest Rooster Money to deliver a reliable frontline customer operation.
Detailed discovery sessions with management to define exact customer service goals and operational requirements.
In-depth training sessions delivered by Rooster Money to embed business ethos and brand voice into our frontline team.
Creation of structured call scripts, verification rules, and escalation paths to ensure first-contact resolution.
Swift implementation leading to a seamless launch of round-the-clock out-of-hours and overflow support.
“By using CallCare, NatWest Rooster Money are able to ensure that they can provide support to their customers 24/7.”
— NatWest Rooster Money Operations PartnershipWhether you require out-of-hours coverage, overflow assistance, or a fully dedicated tier-1 customer operations team, CallCare can design a tailored solution that protects your brand and supports your customers 24/7.