Fulfilling a complex customer service, response handling, and outbound telemarketing brief for one of the UK’s largest and most respected financial institutions.
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Old Mutual Asset Management (OMAM) is the London-based arm and a wholly owned subsidiary of FTSE-100 listed Old Mutual plc. Investing in the world's major equity and bond markets, OMAM acts as an investment adviser to a range of hedge funds, mutual funds, and managed accounts on behalf of institutional and private investors, managing approximately £4 billion in funds.
OMAM promotes its offering through a broad range of online and offline advertising vehicles, promoting products including ISAs, unit trusts, and corporate bond funds. Each campaign carries dedicated response numbers, creating variable call volumes that fluctuate according to fund launches and investment seasons.
To support strategic growth plans, OMAM needed an FCA-authorised contact centre partner of complete integrity. Key requirements included proximity to the City for regular consultations and the flexibility to absorb fluctuating marketing response rates.
Being ideally situated close to the City, CallCare’s senior management team worked directly with OMAM to design and execute a complete, multi-channel client programme tailored strictly to FCA guidelines.
This integrated solution enabled CallCare to absorb initial campaign spikes during high-demand investment seasons, ensuring every prospective investor received an immediate, professional response.
How CallCare structured services to align with Old Mutual’s continuous expansion programme.
Dynamic resource allocation to handle call volume surges tied to new fund launches and seasonal investment pushes.
Rigorously trained customer service professionals operating within strict regulatory guidelines for financial products.
Unified handling across telephone enquiries, email management, marketing fulfilment, and targeted telemarketing.
Frequent updates and feedback meetings in the City to continuously refine operational efficiency.
“As partners, CallCare allowed OMAM’s marketing team to focus on their medium and long-term strategy while CallCare maximised the effectiveness of their immediate marketing initiatives.”
— Being close to the City: Delivering for one of the UK's largest financial institutionsWhether you require campaign response handling, ongoing investor support, or multi-channel customer operations built around FCA compliance, CallCare provides the expertise, scale, and location to deliver results.