CX designed for modern CONC firms
Today’s world of consumer credit (CONC) is more complex than ever. With customers expecting more, regulations changing, and new digital competitors popping up, the old “one-size-fits-all” approach just doesn’t cut it anymore. To stay ahead, companies need to focus on creating a personalized customer experience strategy that truly stands out.
With a rich history of 30 years in the CONC sector, ResultsCX specializes in delivering tailored omnichannel customer experiences. Our deep industry knowledge and partnerships with over 70 national and global clients ensure exceptional outcomes across customer-facing operations as well as back office functions.
Who we work with
ResultsCX supports firms across the consumer credit sector, including:
Motor finance
Credit cards
Unsecured lending
Retail point-of-sale finance
High-cost, short-term lending
What we do
We offer a broad range of services specifically designed for CONC firms. Using a collaborative approach, we tackle your operational challenges with sustainable solutions, working transparently with your team and key stakeholders. Our goal is to guide your team through the process, helping you align your strategies with best practices.
Customer services: Whether it's managing your contact center, addressing complaints, or handling early arrears collections, we ensure your customers receive outstanding service–across channels.
Operating model, policy and process review and improvement: Our approach involves a thorough assessment to identify areas for improvement, helping you refine operations and boost overall performance.
Digitisation, AI, automation, and robotics: We utilize leading-edge technology to boost operational efficiency, personalize customer interactions, helping you stay ahead of the competition.
Resource provision: Our skilled and trained resources seamlessly align with your company culture and business goals, providing the flexibility and extra capacity to cater to your evolving needs.
Outcomes Delivered
37% greater productivity
than a client’s BAU complaint handling team over a two-year engagement
13% reduction
in AHT for a leading consumer credit company
44% reduction
in case referrals to financial ombudsman through process reengineering, best-practice based training solution, and a more productive operational team
50% cost savings
via process review and redesign coupled with a flexible and resilient labor arbitrage solution
180,000 claims resolved
over a six-month period, at 98% quality, to support a complex customer remediation
200,000 cases decisioned
in 24 months for a lender – through design and delivery of a scheme of arrangement
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