Optimising Financial Services Contact Centres

Financial services organisations face pressure to meet compliance regulations, prevent fraud, and continuously improve customer experience.

Customers expect seamless and personalised interactions, while regulators demand rigorous compliance and transparency.

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Strategy

Delivering compliance, efficiency & exceptional customer experience

As a trusted partner for contact centre transformation, we help financial services organisations optimise their operations through a comprehensive managed service. Whether you’re looking to automate customer interactions, enhance workforce engagement, transition to the cloud, strengthen fraud prevention, or ensure FCA compliance, we deliver tailored solutions that drive efficiency and improve customer experience.

Solutions

Regulatory compliance and secure data management

Financial services organisations must comply with FCA, PCI DSS, and GDPR regulations while maintaining secure, auditable customer interactions. Failure to do so can result in fines, reputational damage, and increased operational risk. How we help:

Proactive engagement

Automate notifications across voice and digital channels to keep customers informed and reassured.

Conversational AI for self-service

Reduce inbound contact centre interactions by handling routine queries using intelligent AI Agents and automated channels, reducing pressure on live agents.

Dynamic workforce allocation

Adjust agent coverage during high-volume scenarios

Multilingual support

Ensure communication is accessible to all customers.

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Solutions

Solving financial services contact centre challenges

Regulatory Compliance and Secure Data Management Financial services organisations must comply with FCA, PCI DSS, and GDPR regulations while maintaining secure, auditable customer interactions. Failure to do so can result in fines, reputational damage, and increased operational risk. How we Help:

Compliant call recording and communications governance solutions

Secure, automated solutions that ensure full compliance with financial regulations.

Vulnerable customer support

Identify and monitor interactions with at-risk customers to ensure fair treatment and regulatory adherence.

Fraud prevention & voice biometrics

Strengthen authentication processes and reduce financial crime risks.

Real time interaction guidance to ensure compliance

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Solutions

Reducing operational costs & enhancing efficiency

High contact centre costs, long handling times, and manual processes impact profitability and customer satisfaction. Many financial institutions struggle to scale support operations efficiently while keeping costs under control. How we Help:

AI-powered conversational automation

Automate up to 80% of customer queries with over 99% accuracy, reducing operational costs and improving service efficiency.

Workforce management and scheduling

Optimise staffing to meet demand while ensuring specialised support for vulnerable customers.

Cloud contact centre solutions

Transition to scalable, omni-channel cloud platforms to enhance efficiency and reduce infrastructure costs.

Process optimisation & automation

Automate repetitive tasks and streamline workflows to improve First Call Resolution and reduce Average Handling Time.

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Solutions

Enhancing customer experience

Customers expect quick resolutions and personalised service. Vulnerable customers require additional support and care, yet many financial contact centres lack the tools to prioritise them effectively. How We Help:

Omnichannel customer support

Seamlessly integrate voice and digital communications for a frictionless experience.

Sentiment analysis & real-time agent guidance

Coach agents in real time to identify vulnerability and support at-risk customers.

Contact centre automation

Reduce wait times for customers and ensure those with vulnerabilities receive priority support when needed.

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Solutions

Workforce engagement & performance optimisation

High agent turnover and poor workforce engagement negatively impact both customer experience and agent morale. Financial contact centres need smarter workforce planning and better support for agents when handling high-stress interactions. How We Help:

Workforce management solutions

Optimise resource allocation and forecasting for efficient, scalable staffing.

Real-time coaching & agent assist tools

Support agents handling sensitive or complex financial queries, improving service quality and agent well-being.

Managed workforce optimisation

Monitor, measure, and enhance contact centre performance with real-time insights for continuous improvement.

AI-driven training & gamification

Keep agents engaged and equipped to handle complex financial service queries effectively.

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Transforming financial services contact centres: a strategic approach

Business Systems helps financial institutions optimise operations, enhance compliance, and improve customer experience through a structured, outcome-driven engagement model. With decades of expertise and a vendor-neutral stance, we guide financial services organisations through every stage of their digital transformation—from discovery to continuous optimisation. Our five-stage framework ensures seamless implementation, regulatory compliance, and measurable ROI.

01

Discovery

We start by listening. Through executive collaboration, workflow assessments, and customer feedback mechanisms, we gain a deep understanding of your operational challenges, and regulatory requirements.

What We Do:

  • Discovery we engaged key stakeholders through in-depth workshops to understand your organisation’s challenges and objectives.
  • Operational analysis review current workflows, customer journeys, and existing technology infrastructure for optimisation opportunities.
  • Benchmarking and best practices
02

Design

Now that we understand your business goals and regulatory obligations, we develop a bespoke technology roadmap.

What We Do:

  • Strategic solution design tailored workflows are developed for financial transactions and compliant interactions.
  • Omnichannel engagement enable seamless interactions across all touchpoints.
  • Effortless systems integration ensure seamless integration with existing technology stack.
03

Deliver

We don’t just implement technology; we partner with you to ensure smooth deployment, compliance assurance, and successful transformation.

What We Do:

  • Expert-led Implementation provide hands-on project management and training for seamless deployment.
  • Best-practice execution implement solutions using proven methodologies to maximise efficiency.
  • Data-driven performance monitoring offer real-time reporting and analytics to track success and optimise outcomes.
04

Perform

Implementation is just the beginning. We monitor, measure, and refine strategies to ensure long-term success, regulatory alignment, and operational resilience.

What We Do:

  • Dedicated account management conduct regular check-ins to ensure alignment with evolving business needs.
  • Continuous performance Monitoring leverage real-time insights to track solution effectiveness and drive improvements.
  • Proactive optimisation Provide strategic recommendations to enhance efficiency and maximise ROI.
05

Transform

We help financial institutions future-proof their customer experience operations and stay ahead of regulatory shifts by driving continuous innovation and transformation strategies.

Our goal is to empower scalable, future-ready operations that deepen customer relationships, while reducing costs.

What We Do:

  • AI-Powered Efficiency
    Identify opportunities to streamline operations and enhance productivity with AI-driven solutions.
  • Future-Ready Technology Adoption
    Recommend emerging technologies that align with evolving customer expectations.
  • Seamless Digital Transformation
    Support the transition to an AI-driven, cloud-based, or hybrid contact centre model, ensuring maximum efficiency and compliance.
  • Data-Driven Innovation
    Leverage analytics and insights to refine strategies.

Our solutions

Relevant Solutions

Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance. Whether you’re looking to leverage AI for automation, optimise workforce management, or implement robust compliance measures, our solutions deliver measurable impact.

AI & automation

Transform your customer interactions with cutting-edge AI-driven solutions that enhance efficiency and engagement.

CX management

Deliver exceptional customer experiences with cloud-based contact centre platforms.

Monitoring & compliance

Ensure regulatory compliance and communications governance with industry-leading solutions

Workforce management

Optimise workforce planning and performance to create an engaged, productive contact centre.

Supporting Leeds Building Society with Colleague Engagement

"The Business Systems team really work in partnership with you, as an extension of your team, and they go the extra mile to make sure we are happy and everything fits the brief"

Erweena Humpherson

Operational Optimisation Manager @ Leeds Building Society

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Experian® drive business change and customer retention with Analytics

"Business Systems helped us get the implementation right which was all important because this is not a one-off project; it’s a sustainable step-change to our business process."

Chris Barkataki

Strategy Manager, Experian

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Tier One Bank

Interaction Analytics – Driving Service Excellence

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Equiniti

Equiniti Speech Analytics

"Using Nexidia Speech Analytics has really helped us gain insight into the way our customers interact with us. It has enabled us to really listen to our customers, gain feedback from their calls and enhance our ability to deliver a positive memorable experience."

Gareth Wallis

Continuous Improvement and Insight Manager, Equiniti

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Home Group’s WFM Transformation

"We feel that we have been fully supported by the team at Business Systems. It wasn’t a case of ‘Here you go, plug it in’, I was supported throughout in the implementation phase, and beyond. The whole process has been absolutely fantastic."

Gavin Rogerson

Resource Planning Manager

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Hastings Direct – NICE CXone Cloud Contact Centre Solution

"Business Systems played a vital role in helping Hastings Direct deliver the platform. No other NICE partner could have helped us do what they did."

Lisa Irons

Head of Operational Transformation

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

FAQs

Frequently asked questions

Financial institutions must comply with strict regulations while delivering seamless, secure, and engaging customer experiences. Our communication solutions ensure compliance, efficiency, and fraud prevention, helping financial firms stay ahead of regulatory changes while enhancing customer engagement.

Compliant call recording solutions ensure that all interactions are securely captured, stored, and auditable, meeting FCA, MiFID II, and GDPR regulations. They also provide valuable insights for compliance monitoring, fraud detection, and dispute resolution, as well as enhancing customer experience by identifying and resolving service pain points.

AI-powered solutions enhance customer experience by reducing wait times, automating self-service options, and providing personalised financial interactions. AI-driven speech analytics can detect compliance breaches in real-time and proactively improve service quality.

Yes, our solutions are designed to meet FCA, MiFID II, Dodd-Frank, GDPR, and other industry standards.

Absolutely. Business Systems’ call recording and compliance solutions seamlessly integrate with existing CCaaS, CRM, and financial services platforms, ensuring efficient, secure, and customer-focused communication governance.

Get In Touch

Elevate Customer Experience While Ensuring Compliance

Speak to our experts today and discover how Business Systems can transform your organisation with customer centric solutions that improve CX, improve operational efficiency and support regulatory compliance.

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