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Covid-19 Fintech News

Financial Customer Services Team Sees Growth With Covid-Testing

Financial Customer Services Team Sees Growth With Covid-Testing | Fintech Finance

A financial services team in Banbury, Oxfordshire has seen a huge pivot in their services, to now help companies with covid testing.

TieTa, was formerly the operators and customer services arm of MY JAR, one of the UK’s most well-known and established short term lenders – something that they ran for over 8 years and servicing around 300,000 customers.

But since relaunching as TieTa last year and operating as an outsourced customer services team, the business was surprised to see such a huge uptake from covid-testing companies.

“I don’t think we expected such a massive volume of enquiries from covid testing,” explains Tom Horne, COO of TieTa.

“We started working with one clinic who was offering covid-testing and then it quickly became three. But with the sheer volume of enquiries they were getting, the clinics just couldn’t cope.

“Essentially there are 3 types of covid tests – a general test, fit-to-fly test and the day 2 and day 8 test if you are isolating. Each one comes with an appointment scheduling, admin, queries and results – so there is a huge amount of customer service involved and the clinics were not fully ready for such scale.”

“With our background in financial services and working in a highly regulated environment, it was a seamless transition to work with covid-testing companies,” continues Horne.

“TieTa offers a fully outsourced customer service solution, so we have also been able to help with SMS, social media, live chat and everything else involved in the communications process.”

“We have a solution in-house that we can deploy very quickly, with the capacity to add more customer service agents whenever we get busier and need to ramp up.”

“All our agents are put through extensive training and we can show the client that they can deliver a high level of quality.”

“When previously working under FCA regulation, the attention to detail was so thorough that moving to covid-testing has felt very natural – and with doors opening again for holiday destinations such as Portugal and Spain, the need for covid testing is only going to increase.”

TieTa’s proposition extends across financial services including answering general queries, underwriting, complaints handling and debt recovery.

“There is no reason why we cannot help any kind of company with their customer service requirements,” says Horne.

“We understand the value of good customer service and with a personal and flexible approach, TieTa is here to help.”


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