CX and contact centre transformation for regulated industries: the evidence
Balancing great service with compliance requires a combination of skillsets. From customer experience design, technical expertise and compliance understanding. Learn how to navigate complex regulation demands whilst still delivering an excellent and supporting vulnerable customers without hindering operations.
Building a compliant, customer-first contact centre
Consumer Duty asks firms to evidence fair outcomes, not just describe good intentions, so quality assurance has to move beyond generic call scoring towards measures of fairness and vulnerability recognition.
At Target Group, that meant rebuilding the QA framework around Consumer Duty priorities with real time voice analytics, while at a debt management firm it means Consumer Duty metrics going to board level every month, backed by a specialist care team and AI agent assist for vulnerability sensitive calls. Good Consumer Duty support has to be visible right up the chain, not just happening quietly on the contact centre floor.
-
Customer contracts handled per year
19 million -
ID&V success rate improvement
from35%→to49% -
Additional customers per month completing journeys Without agent assistance
1,500 -
Two-way email capability delivered
<3 weeks
Proof: What we've delivered across regulated industries
Here's a look at the results that we have delivered across industries, but all in complex environments with strict operational requirements, dealing with sensitive data and vulnerable people.
-
Target Group
Runs regulated customer operations for 30+ financial services clients under FCA scrutiny and Consumer Duty, across 19 million interactions a year, where slow identity verification and manual handling created both friction and compliance risk. FourNet took over management of the NICE CXone environment, re-engineered customer journeys including two-way email and IVR, and rebuilt QA scorecards and voice analytics around Consumer Duty priorities rather than generic call metrics.
ID&V success up from 35% to 49%, around 1,500 more customers a month completing journeys through self-service.
-
Debt management firm
A regulated debt management business operating in a vulnerability-sensitive environment under FCA Consumer Duty, where poor handling of financial difficulty conversations carries real harm and reputational risk. FourNet deployed the full NICE stack with dialler and workforce management efficiency, alongside a specialist care team and AI agent-assist built specifically for vulnerability-sensitive calls, underwritten against the savings it released.
Consumer Duty metrics now go to board level monthly, service runs 29% faster across 29% more calls, around 520 agent hours a year freed up.
-
UK government agency
Runs a high-volume, high-scrutiny public sector legal service where case data was scattered across case-management systems, contact-centre platforms and spreadsheets, leaving leaders unable to tell active cases from paused ones or route work to the right skillset. FourNet’s route in was data first, cleaning and rebuilding that data into a live work-allocation tool showing cases by skill, work type and SLA status, then optimising telephony scheduling around it.
Engagement time per call down 42%, call abandonment down 60%.
-
UK housing provider
Housing providers face growing scrutiny of how tenant contact is recorded and followed up, sharpened further by Awaab’s Law, and inconsistent agent notes were creating both slower calls and a patchy audit trail. FourNet’s route was NiCE CXone Auto Summary, built and tested against real historical calls with direct agent input before going live, so every call generates a summary in the same structure regardless of who took it.
Average handle time down 23%, after-call work down 46%, abandoned calls down 65%.
Assess your contact centre compliance risk
Our Approach
-
Discovery
Understand your challenge
-
Analysis
Review where customer needs, friction and risk appear across journeys
-
Roadmap
Shape a roadmap for insight-led service improvement
"For the first time we can see, in one place, which cases really need our attention and who is best placed to work them. It’s changed how we plan every day."
