Financial Services - business process outsourcing

The UK financial services industry continues to face challenging times - due to ever-increasing customer demands, intensifying industry regulations and rapid developments in technology.

Customers are more difficult to acquire, retain and grow, with some estimating that it can cost up to five times more to acquire a new customer than to retain an existing one.

At RESPONSE we understand these challenges. As budgets tighten across the sector, we also appreciate that finding innovative solutions that help you maximise profits and minimise resource requirements can be difficult.

Our value-add solutions

We can provide you with an exceptional sales and service operation or technology solution. Along with our insightful customer feedback we will help you to:

• make informed decisions on appropriate business processes
• improve product and service offerings as well as customer channel choices
• maximise customer lifetime value and brand loyalty
• understand how your customers feel about your brand

Maximise profits and minimise resource

Our staff are skilled to handle the full customer lifecycle including acquisition and retention:

• inbound/outbound operations for sales and service
• hosted website solutions to handle your FAQs and reduce customer contact
• our multi-skilled staff can handle sales/service/back office activities dependent on scope of requirements
• 24/7 resourcing to handle unexpected contact volumes or proactively contact customers
• bespoke software applications to provide effective call flow, deliver customer insight, and support customer self service for example internet banking

Financial services solutions tailored to your needs

Our products and services have all been developed thanks to long-standing relationships with the financial services industry and a range of clients. Our expertise covers the full range of financial services industry, including retail banking and general insurance. RESPONSE is fully regulated by the Financial Services Authority (FSA).

Whatever your requirement we have the service ability, people resource, and technical capacity to ensure that we are able to design and deliver a solution that is optimised to your needs and those of your customers. Ours is not a “one size fits all” approach – we believe that a differentiated customer experience comes from delivering specifically what is required and being flexible to meet the changes of the market.