ICX, a prominent player in the automotive industry, has transformed its approach to quality monitoring and compliance with MaxContact’s Speech Analytics solution. Within months of implementation, the team has achieved significant efficiency gains while improving their ability to monitor compliance at scale. The solution has enabled ICX to move away from fully manual, time-intensive call reviews. Conversation Analytics intelligently identifying calls that are more likely to require attention - allowing quality assessors to prioritise reviews and focus on strategic improvements instead of sifting through every interaction.
1
Meet ICX
ICX has transformed its approach to quality monitoring and compliance with MaxContact’s Speech Analytics solution.
Case Study
BPO
Outbound Dialler
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2
About ICX
ICX partners with some of the leading names in the automotive industry - such as Nissan, Suzuki, Stellantis Group, and major dealership groups—to deliver end-to-end customer engagement services. From customer acquisition through to aftersales, they support every stage of the customer journey with a focus on loyalty, retention, and revenue growth.
Acting as an extension of their clients’ in-house teams, ICX delivers proactive, well-timed customer outreach that deepens brand loyalty and drives measurable sales impact. With over a decade of experience, ICX has built a reputation for delivering exceptional results through intelligent, people-first service.
The company’s quality monitoring approach involves three key functions: the Call Centre Manager, who oversees operations and compliance alerts; Quality Assessors, who carry out routine call evaluations; and Investigators, who conduct in-depth analysis of agent performance and compliance issues.
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const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
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$articles.forEach($article => {
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const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
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3
The Challenge ICX Faced
Quality assessors were spending excessive time listening to calls multiple times to catch compliance elements. Critical requirements, such as DPA disclaimers, had to be manually verified across hundreds of daily calls. Processes could be slowed down by audio quality issues or varied accents, which made assessments more challenging and time-consuming.
When performance issues arose, detailed investigations were often slowed by the sheer volume of calls to review. As Chrissie Atkinson, Investigator, explained, identifying specific trends or concerns previously required searching through large quantities of call data—an extremely time-consuming task without the right tools.
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const $progress = document.getElementById('progress-bar');
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return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
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const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
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});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
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const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
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const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
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window.scrollTo({ top: finalY, behavior: 'smooth' });
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4
The Solution Offered by MaxContact
MaxContact's Speech Analytics delivers a comprehensive platform that converts every conversation into searchable, intelligent data. The solution provides complete conversation transcripts with built-in compliance monitoring that flag missed DPA disclaimers or prohibited language, giving ICX better visibility into compliance breaches. Advanced AI-powered search capabilities enable the team to find specific topics, objections, or compliance issues rather than manually reviewing.
Teams can create and share custom filtered views for different monitoring purposes - from compliance checks to performance analysis - whilst sentiment scoring and automated objection categorisation reveals insights into customer interactions that were previously invisible.
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
5
The Results
The transformation delivered immediate operational improvements across ICX's quality monitoring processes. Quality assessors have already achieved substantial efficiency gains by using transcripts instead of audio replays. "It has made me more efficient - I can now just read what's happened so I can digest it properly rather than listening to a certain part of the call", confirmed Lindsay Argrave, Quality Assessor.
The benefits extend beyond operational efficiency into strategic insights. Training programmes are now data-driven through objection tracking and sentiment analysis, with Sarah Franks, Call Centre Manager, noting: “It helps me manage the training in the contact centre.” In addition, management can respond instantly to client queries about campaign performance, while investigators can proactively guide individuals toward stronger performance and greater consistency.
“Anything that helps us connect to more of the conversations—especially given the volume we handle—is incredibly valuable. The team does a fantastic job, but no one can review everything manually. With Conversation Analytics, we can proactively support our agents and maintain complete oversight, so we never miss a critical moment or insight,” summarised Sarah Franks, Call Centre Manager.
MaxContact's Speech Analytics has enabled ICX to shift from reactive quality assurance to proactive performance management. The team now benefits from smarter insights, faster processes, and enhanced agent development—driving continuous improvement across their contact centre operations and delivering measurable impact for both agents and clients.
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
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"With the previous system, decision-maker contact rates were running at around seven or eight an hour. That's now hitting 11 or 12, representing a productivity improvement of over 30%."
Scott Brown
Technology Director, ICX
Featured Case Studies
The Latest Client Stories
Every growth journey is built on overcoming real challenges. See how clients like ICX, Redwood Group, Marston Holdings, and InDebted use MaxContact’s customer engagement solutions to enhance customer experiences and achieve measurable growth.
Case Study
{READ TIME TEXT}
AI-powered conversation analytics for Honey Group
We spoke to call centre manager Karl Burke to learn more about how Conversation Analytics by MaxContact has been the right partner for the next level of The Honey Group’s evolution.
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This is some text inside of a div block.
Who:
- Honey Group, an estate planning and legal services company
- Contact centre with 40+ staff
- Booking appointments for 90+ active sales consultants
What:
- Needed to improve call outcomes, agent performance, and compliance monitoring
- Wanted to review all calls without the need to dramatically increase the size of the Quality Control team
- Wanted to enhance call success conversion rates and provide better insights for training and development
Outcome:
- Implemented Conversation Analytics by MaxContact for speech analytics and call transcription
- Gained valuable insights into agent performance and call topics
- Improved ability to identify training needs and optimise call centre operations
- Gained ability to review 100% of conversations automatically
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Case Study
{READ TIME TEXT}
How ICX Streamlined QA Processes with Conversation Analytics
ICX has transformed its approach to quality monitoring and compliance with MaxContact’s Speech Analytics solution.
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This is some text inside of a div block.
ICX, a prominent player in the automotive industry, has transformed its approach to quality monitoring and compliance with MaxContact’s Speech Analytics solution. Within months of implementation, the team has achieved significant efficiency gains while improving their ability to monitor compliance at scale. The solution has enabled ICX to move away from fully manual, time-intensive call reviews. Conversation Analytics intelligently identifying calls that are more likely to require attention - allowing quality assessors to prioritise reviews and focus on strategic improvements instead of sifting through every interaction.
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Case Study
{READ TIME TEXT}
Protector Insurance: Better Visibility, Stronger Performance
Find out how Protector Insurance used MaxContact to improve reporting, monitoring and service levels — achieving 99% of calls answered within 20 seconds.
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This is some text inside of a div block.
Protector is a growing insurance organisation operating across three core lines: liability, property, and motor fleet. With more than 200 UK-based employees and continued monthly onboarding, the business is expanding steadily across the UK and Europe, with offices in Manchester, London, Birmingham, the Nordic countries, and Paris.
Its UK phone operations is centred around claims handling teams based primarily in Manchester, where the teams manage large volumes of inbound and outbound calls each day. Team leaders support claim handlers through coaching, performance management, and service level oversight.
As the business grew, Protector needed a customer engagement solution that offered greater flexibility, stronger reporting, and more usable functionality than its previous provider. MaxContact now supports that operation with improved data access, real-time dashboards, and emerging AI adoption that are helping shape the next stage of development.
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.png)
Case Study
{READ TIME TEXT}
Smarter Calls, Faster Bookings - Sureserve’s Success with Firstcom Europe
Our partnership with Sureserve shows how the right outbound technology and hands-on support can transform operations. With MaxContact from Firstcom Europe, a pre-call process that once took 10 people all day now takes just three people less than two hours, while expanded SMS functionality has also improved customer engagement.
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This is some text inside of a div block.
Sureserve operates as a Smart Meter Operator, responsible for installing smart meters on behalf of energy suppliers. A core part of their operation involves making high‑volume outbound calls to customers to book smart meter installation appointments - making efficiency, accuracy, and scale critical to success.
To support this, Sureserve required a reliable dialler solution capable of handling outbound calling at scale while reducing manual effort. As the business grew, there was also a need to improve customer engagement channels and streamline pre‑call processes.
One challenge that emerged over time was knowledge continuity. While the system was already in place when the current team joined, training knowledge had been retained by previous staff and was lost during role transitions. This limited full visibility of the platform’s capabilities, even as usage expanded across the business.
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Case Study
{READ TIME TEXT}
InDebted: 30% Productivity Gain with MaxContact
Our partnership with InDebted is an example of AI working hand-in-hand with humans, a combination we will see more of in the future. Since their AI Agent joined the team, InDebted’s contact centre productivity grew by 30% and resolution rate by 12%.
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This is some text inside of a div block.
Our partnership with InDebted is an example of AI working hand-in-hand with humans, a combination we will see more of in the future. Since their AI Agent joined the team, InDebted’s contact centre productivity grew by 30% and resolution rate by 12%.
Creating space for humans to focus their time and efforts where it’s most needed is one of the greatest values AI can bring to contact centres.
InDebted is a fintech startup revolutionising debt collection by helping customers boost their financial fitness. Their product uses empathetic digital messaging and offers self-serve options which makes it easy for customers to resolve their accounts. Since its launch in 2016, InDebted has helped over 250,000 customers with a 98% customer satisfaction.
When COVID-19 hit, InDebted saw a spike in the need for debt repayment support. When reaching out to customers, the team realised they were spending most of their time guiding customers on tasks that were fully enabled through self-serve. InDebted was looking for a way to continue supporting customers to self-serve their enquiries and payments while creating the space for their call centre team to help with the trickier enquiries. They wanted a solution that was smarter than an Interactive Voice Response (IVR), could provide great customer experience and deliver on their call deflection goals.
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Case Study
{READ TIME TEXT}
Quitline Victoria Boosts Engagement with AI Outreach
An automated AI agent is helping Quitline Victoria re-engage with smokers, proving that technology can be a powerful tool in public health initiatives.
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This is some text inside of a div block.
In Australia, 21,000 people die every year from smoking-related diseases. Quitline Victoria is looking to improve this statistic.
Quitline offers trained counsellors to help and support those who want to quit smoking. Studies show Quitline dramatically increases a person’s chances of stopping smoking. Quitline is a phone-based service and so engagement is an incredibly important metric. The more people that interact with Quitline, the more impact counsellors can have. That’s why Quitline was intrigued by our AI Agents ability to call people at scale with conversational AI.
Completion rates and re-engagement with the Quitline programme have increased since using AI Agent. With AI Agents, Quitline sees answer rates of 62%, completion rates of 18% and re-engagement rates of 10%. Here is the story of how Quitline is helping people quit smoking with us.
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Case Study
{READ TIME TEXT}
How Sydney Local Health District Transformed Patient Care with AI-Driven Rostering
SWSLHD’s adoption of an automated rostering system is a prime example of how technology can optimise human-centric operations. By streamlining staff management, the health district saw a significant reduction in administrative time and a substantial decrease in reliance on costly agency staff.
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This is some text inside of a div block.
South Western Sydney Local Health District (SWSLHD) is a major healthcare provider in New South Wales, Australia. It’s responsible for the health services of over one million people, operating seven hospitals and a number of other health facilities. The district is known for its diverse population and its commitment to providing high-quality, patient-centered care. SWSLHD plays a critical role in the community, addressing a wide range of health needs from primary care to complex surgical procedures.
SWSLHD’s adoption of an automated rostering system is a prime example of how technology can optimise human-centric operations. By streamlining staff management, the health district saw a significant reduction in administrative time and a substantial decrease in reliance on costly agency staff.
This shift allowed SWSLHD to reallocate resources and empower its clinical staff, ensuring they could focus their valuable time and expertise on what matters most: delivering high-quality patient care.
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Case Study
{READ TIME TEXT}
Redwood Group Triples Revenue with Automated Dialling
Redwood Group needed to replace their manual dialling processes with an automated solution that could support their ambitious growth targets. They partnered with MaxContact to implement a comprehensive dialler system.
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This is some text inside of a div block.
Redwood Group is a B2B services company operating through their subsidiary EasiPay, focusing exclusively on business-to-business solutions across multiple sectors. The company offers a comprehensive range of services including utilities, merchant services for card payment facilities, cash advance products, water, broadband, and waste management solutions.
Redwood needed to replace their manual dialling processes with an automated solution that could support their ambitious growth targets across multiple departments. After experiencing inefficiencies with handset phones and manual processes, they partnered with MaxContact to implement a comprehensive dialler system across their utilities, merchant services, and customer support operations.
The partnership delivered transformational results, including over a 400% increase in productivity, contact rates jumping from 14-16% to 50-60%, and unprecedented deal volumes that broke records. Most importantly, Redwood Group gained the scalable foundation needed to expand their team across multiple international offices.
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Case Study
{READ TIME TEXT}
We Finance Any Car: Smarter Dialler, Better Sales
We Finance Any Car, an online car finance brokerage, needed a reliable contact centre solution that could scale with their rapid growth. They also needed support and accountability that their previous provider had failed to deliver.
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This is some text inside of a div block.
We Finance Any Car, an online car finance brokerage, needed a reliable contact centre solution that could scale with their rapid growth. They also needed support and accountability that their previous provider had failed to deliver. We Finance Any Car partnered with MaxContact to implement a robust dialler system that would maximise sales agents’ outputs and improve lead contact rates. The success of this partnership demonstrates that the right contact centre technology, backed by genuine support and expertise, can transform growing businesses that need to scale confidently. Most importantly, We Finance Any Car gained the reliability they needed to focus on what they do best—helping customers secure vehicle finance.
We Finance Any Car is an online car and van finance brokerage that launched in January 2021. Since inception, the company has experienced remarkable growth, expanding from a three-person startup to a team of approximately 25 agents across multiple offices.
The business model is straightforward yet effective: customers seeking vehicle finance through channels like Google, Facebook and TikTok submit applications, which We Finance Any Car either qualifies immediately or uses to help customers find suitable vehicles through dealer partnerships.
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Case Study
{READ TIME TEXT}
Honey Group - Foundation for future growth
Estate planning and wealth management experts, Honey Group, were frustrated as their previous system couldn’t keep up with increased data volumes resulting in CRM integration issues and an overall lack of efficiency that impacted productivity. MaxContact’s solution has provided them with the scalability and agility they need to succeed now, and in the future.
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This is some text inside of a div block.
Estate planning and wealth management experts, Honey Group, were frustrated as their previous system couldn’t keep up with increased data volumes resulting in CRM integration issues and an overall lack of efficiency that impacted productivity. MaxContact’s solution has provided them with the scalability and agility they need to succeed now, and in the future.
Honey Group replaced a fragmented contact centre setup with a single, integrated MaxContact platform to support rapid growth and deliver sharper commercial performance.
The new solution eliminated CRM friction, improved data flow and introduced omnichannel capabilities that connect every customer touchpoint.
It also brough conversation analytics driven quality assurance into daily use, giving managers visibility of every call, every conversation and every opportunity to improve.
The result: clearer operational oversight, more efficient coaching and measurable improvements in conversion and process efficiency.
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Case Study
{READ TIME TEXT}
Marston Holdings: Omnichannel BPO Innovation
As a leading Business Process Outsourcing (BPO) provider, Marston Holdings transformed their service delivery by implementing MaxContact’s versatile contact centre solution.
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This is some text inside of a div block.
As a leading Business Process Outsourcing (BPO) provider, Marston Holdings transformed their service delivery by implementing MaxContact’s versatile contact centre solution, enabling them to efficiently manage diverse communication channels for their clients, reduce customer wait times, and support their UK-wide operations while handling approximately 900,000 annual contacts.
Marston Holdings provides end-to-end transportation services across the UK, including consultancy, traffic technology, parking management, enforcement, and debt recovery for 280 local authorities and government departments.
This case study focuses on Marston’s Business Process Outsourcing (BPO) division, which operates contact centres supporting Local Authority Parking and Highways Departments, handling approximately 900,000 inbound contacts annually.
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Case Study
{READ TIME TEXT}
Return Fundraising: Increasing Fundraising Efficiency
Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support - allowing them to focus on what matters most, raising funds for important causes.
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This is some text inside of a div block.
Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support – allowing them to focus on what matters most, raising funds for important causes.
Return Fundraising is a charity fundraising agency that conducts telephone fundraising campaigns for major UK charities such as Macmillan, British Red Cross, and others. With a team of 50 remote fundraisers, they rely heavily on efficient and reliable contact centre technology to help more charities.
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Case Study
{READ TIME TEXT}
Advantis: Transforming debt collection with automated payments
As a leading debt collection and credit management agency, Advantis was spending too much agent time on basic tasks like taking payments and answering simple queries. By implementing MaxContact’s IVR, auto-payments, and webchat solutions, Advantis freed up their agents to focus on more valuable customer conversations and negotiations.
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This is some text inside of a div block.
Advantis is a leading debt collection and credit management agency employing around 190 collection agents and 60 backroom staff. The business works with customers to create realistic and affordable repayment plans, allowing client brands to confidently outsource debt collection to a trusted, reliable and always compliant third party provider.
Advantis’ sympathetic, customer-focused approach is as much about rehabilitating customer accounts as collecting money, prioritising both debt recovery and the preservation of customer goodwill. It’s also very much based on data collection and analysis, giving clients valuable insight that leads to better debt recovery outcomes in future.
The company was founded on telecoms and utility company debt and this is still the core of the business. But current growth is focused on financial services, with Advantis now fully accredited to offer debt collection and credit management solutions to this heavily regulated sector.
We spoke to Advantis’ IT director Brian Roscoe about the company’s growing ambitions and increasingly sophisticated communications requirements.
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Case Study
{READ TIME TEXT}
Dudley Council Boosts Collections and Customer Service with MaxContact
Dudley Council implemented MaxContact’s dialler solution, transforming their rental income collection process. The integrated solution empowered the Lead Income team to manage operations more effectively, enhancing both team efficiency and service to the community.
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This is some text inside of a div block.
Dudley Council implemented MaxContact’s dialler solution, transforming their rental income collection process. The integrated solution empowered the Lead Income team to manage operations more effectively, enhancing both team efficiency and service to the community.
Dudley Council is a large local authority in the West Midlands, serving a population of over 320,000 residents. The council manages a vast portfolio of over 21,000 properties, making it one of the larger social housing providers in the region. The Lead Income team, a crucial part of the council’s operations, is responsible for collecting all rental payments for council properties and chasing any arrears from missed payments.
This team plays a vital role in ensuring the financial stability of the council’s housing services, which in turn supports the provision of quality housing and community services to Dudley’s residents. With such a large number of properties to manage, the team faces complex challenges in maintaining efficient operations, ensuring timely rent collection, and providing responsive service to tenants.
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Case Study
{READ TIME TEXT}
D2MS: From Manual Dialling to Data-Driven Growth
D2MS, an outsourced customer acquisition company, faced challenges as they expanded, struggling with inefficient manual processes and limited performance measurement capabilities in their phone system. MaxContact came to the rescue with our auto-dialler, user-friendly onboarding, and dedicated support. By implementing MaxContact’s intuitive platform and advanced reporting tools, D2MS significantly improved agent productivity and gained the ability to measure data allowing them to strategise and support their rapid growth.
This is some text inside of a div block.
This is some text inside of a div block.
D2MS, an outsourced customer acquisition company, faced challenges as they expanded, struggling with inefficient manual processes and limited performance measurement capabilities in their phone system. MaxContact came to the rescue with our auto-dialler, user-friendly onboarding, and dedicated support. By implementing MaxContact’s intuitive platform and advanced reporting tools, D2MS significantly improved agent productivity and gained the ability to measure data allowing them to strategise and support their rapid growth.
D2MS is an outsourced customer acquisition company that uses positive and friendly communication to turn leads into loyal customers. Its success – for high profile clients like recipe delivery service HelloFresh and tailored dog food delivery service Tails – has seen D2MS’ team of dedicated agents grow from five to 60 in the UK in little more than a year.
D2MS didn’t start life as a telephone customer acquisition company. Directors Kevin and Ian are events specialists, and the business originally focused on representing brands at exhibitions, events and public spaces across the UK. That’s still part of what it does, but when Covid hit and physical spaces locked down, D2MS added phone-based customer acquisition to its portfolio of services.
The company now offers a complete outsourced sales strategy, from digital marketing and events to telephone sales and customer retention. We spoke to operations manager Steph Warricker about how the company met its communication challenges as it diversified and grew.
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Case Study
{READ TIME TEXT}
ICX's: 30% Productivity Uplift with MaxContact
ICX, a prominent player in the automotive industry, grappled with operational inefficiencies caused by their on-premise contact system, resulting in frequent glitches and hampering their growth potential. In search of a more suitable solution, they turned to MaxContact.
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This is some text inside of a div block.
ICX, a prominent player in the automotive industry, grappled with operational inefficiencies caused by their on-premise contact system, resulting in frequent glitches and hampering their growth potential. In search of a more suitable solution, they turned to MaxContact, whose flexible cloud-based system, strong support, and transparent collaboration proved instrumental in streamlining ICX’s operations. This shift allowed them to offer omnichannel solutions, enhance productivity, and better manage high-profile clients, ultimately enabling ICX to deliver superior customer experiences, efficiently scale their resources, and drive sustainable growth.
ICX works with some of the biggest brands in the automotive sector to deliver comprehensive customer loyalty, retention, and sales services, supporting their clients through all stages of the customer journey, from acquisition to aftersales. Customers include major manufacturers like Nissan, Suzuki, Stellantis Group, and large dealerships.
The company works as an extension to in-house teams, proactively contacting customers with the right messages at the right time. By doing so, ICX helps clients drive loyalty and retention, improve customer experiences, and increase sales to boost revenue.
The business has been operating for more than a decade. We talked to managing director Steven Sykes and technology director Scott Brown about the company’s search for more efficient communications.
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} else {
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}
})();
Case Study
{READ TIME TEXT}
STA International: +10% Contact rate, +6% Productivity
Leading debt collection agency, STA International, has more than 65 years’ experience in UK and international debt recovery, credit control and tracing. MaxContact work with them to support the performance of their contact centre, including increasing contact rates and boosting productivity.
This is some text inside of a div block.
This is some text inside of a div block.
Leading debt collection agency, STA International, has more than 65 years’ experience in UK and international debt recovery, credit control and tracing. MaxContact work with them to support the performance of their contact centre, including increasing contact rates and boosting productivity.
Specialising in amicable B2B, B2C and student debt collection, STA International required a reliable contact centre solution to support their collection process. The smooth running of the contact centre and maximising as many contacts as possible, all while remaining compliant are key requirements for the business.
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Case Study
{READ TIME TEXT}
Connectivity CX: Boosting Contact Centre Efficiency
Connectivity CX, a leading technology and B2B service provider, swiftly adapted their model during the pandemic, transitioning to an in-house contact centre.
This is some text inside of a div block.
This is some text inside of a div block.
Connectivity CX, a leading technology and B2B service provider, swiftly adapted their model during the pandemic, transitioning to an in-house contact centre. This shift posed efficiency challenges until MaxContact stepped in. By implementing MaxContact’s dialler solution and tailored scripting, Connectivity CX achieved an impressive 30% boost in efficiency.
Connectivity CX combines great people and innovative technology to help businesses generate and convert more leads, and deliver excellent customer experiences, working predominantly within the automotive industry.
We spoke to Operations Director Andrew Dent, to learn more about how MaxContact has supported their growth through one of their most challenging periods – the pandemic.
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Case Study
{READ TIME TEXT}
H&T Group: Scaling Flexibility & Support
Britain’s largest pawnbrokers, H&T, were frustrated by the lack of flexibility from their traditional physical dialler solution that was hampering growth. MaxContact’s solution has unlocked business flexibility, allowing for flexible support and happier teams.
This is some text inside of a div block.
This is some text inside of a div block.
Britain’s largest pawnbrokers, H&T, were frustrated by the lack of flexibility from their traditional physical dialler solution that was hampering growth. MaxContact’s solution has unlocked business flexibility, allowing for flexible support and happier teams.
Established in 1897, H&T Pawnbrokers has grown to become Britain’s largest and longest-serving pawnbroker.
With 260 stores, H&T Group is proud to have expanded its financial services, supporting the differing financial needs of customers across the country.
We spoke with Gareth Morgan, Operations and Communications Manager, to understand what encouraged H&T Group to trust MaxContact with its vital customer communication.
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Case Study
{READ TIME TEXT}
From Downtime to Efficiency: Compare My Insurance’s MaxContact Story
Commercial insurance services provider, Compare My Insurance, were frustrated by their previous system which meant they weren’t dealing with customers efficiently and were missing out on opportunities. MaxContact’s solution has provided stability and reliability, boosting contact rates and efficiencies.
This is some text inside of a div block.
This is some text inside of a div block.
Commercial insurance services provider, Compare My Insurance, were frustrated by their previous system which meant they weren’t dealing with customers efficiently and were missing out on opportunities. MaxContact’s solution has provided stability and reliability, boosting contact rates and efficiencies.
Since its launch in 2008, Compare My Insurance has grown to become one of the largest independent insurance and protection specialists in the UK.
CEO Mark Thomas describes the secret to their growth as “Efficiency, brilliant prices and great service that empowers customers to run their businesses.”
To achieve their business goals, Compare My Insurance need a sophisticated dialler system that allows them to service every customer as quickly as possible. Find out what Mark thinks of MaxContact’s platform…
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Case Study
{READ TIME TEXT}
Firstsource’s Bespoke Stable Solution
Firstsource is a leading provider of business process solutions to more than 100 global businesses across varied industry sectors in the US, UK, Philippines and India. With such a wide range of clients, Firstsource brought MaxContact onboard to provide a bespoke, stable solution.
This is some text inside of a div block.
This is some text inside of a div block.
Firstsource is a leading provider of business process solutions to more than 100 global businesses across varied industry sectors in the US, UK, Philippines and India. With such a wide range of clients, Firstsource brought MaxContact onboard to provide a bespoke, stable solution.
Firstsource’s previous contact centre solution had stability issues, a lack of support and was difficult to customise. They needed a reliable solution that helped them to win new business and could be adapted to meet changing client demands.
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})();
Case Study
{READ TIME TEXT}
Why Chirple Switched to MaxContact’s Outbound Platform
Chirple offers bespoke customer contact solutions that deliver targeted and effective lead generation and appointment bookings for businesses across the UK. Chirple chose to replace their on-premise, inflexible dialler with MaxContact’s cloud-based, secure outbound engagement solution to revamp their offering.
This is some text inside of a div block.
This is some text inside of a div block.
Chirple offers bespoke customer contact solutions that deliver targeted and effective lead generation and appointment bookings for businesses across the UK. Chirple chose to replace their on-premise, inflexible dialler with MaxContact’s cloud-based, secure outbound engagement solution to revamp their offering.
Chirple had been using an on-premise dialler, which had worked for them for many years but was becoming increasingly inflexible. Additional challenges included problems working across multiple locations, an inability to scale, slow script creation and insufficient dashboards and wallboards. Chirple also needed a solution with a high level of data security to meet their client expectations.
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} else if (document.readyState === 'loading') {
document.addEventListener('DOMContentLoaded', init, { once: true });
} else {
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})();
Case Study
{READ TIME TEXT}
APJ Solicitors: 5x Productivity Boost
APJ Solicitors is a leading financial mis-selling specialist, handling cases in mis-sold pensions, insurance premiums or investment schemes. MaxContact partnered with APJ Solicitors to increase efficiency and productivity of their teams, who operate in multiple locations.
This is some text inside of a div block.
This is some text inside of a div block.
APJ Solicitors is a leading financial mis-selling specialist, handling cases in mis-sold pensions, insurance premiums or investment schemes. MaxContact partnered with APJ Solicitors to increase efficiency and productivity of their teams, who operate in multiple locations.
APJ Solicitors were looking for a contact centre solution that could increase call volume, seamlessly manage multiple communication channels and boost their team’s efficiency. They were previously using a VOIP phone system, but this no longer met the growing business’ needs, as the team were working from time-consuming spreadsheets and abandoning a large amount of calls. MaxContact were onboarded to support their business growth and improve team efficiencies with our omnichannel customer engagement software.
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Case Study
{READ TIME TEXT}
CC33’s winning customer experience
CC33 is a full-service contact centre specialising in telemarketing, consultancy and boutique services. Using MaxContact’s outbound communication and BPO specific tools helped CC33 to transform their offering and improve their client and agent experience.
This is some text inside of a div block.
This is some text inside of a div block.
CC33 is a full-service contact centre specialising in telemarketing, consultancy and boutique services. Using MaxContact’s outbound communication and BPO specific tools helped CC33 to transform their offering and improve their client and agent experience.
CC33 needed a solution that could deliver bespoke, high level end-to-end solutions for their clients and future prospects. They came to MaxContact looking for a partner with extensive BPO experience and a way to bring their inbound and outbound communications together, to improve their call dialling function and win new business.
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Case Study
{READ TIME TEXT}
Utilita’s secure growth solution with our Cloud Dialler
Utilita is the only energy company created to help households use and waste less energy – meaning they’re good for your pocket and planet. Utilita uses MaxContact to support their continued growth and help deliver exceptional customer experience.
This is some text inside of a div block.
This is some text inside of a div block.
Utilita is the only energy company created to help households use and waste less energy – meaning they’re good for your pocket and planet. Utilita uses MaxContact to support their continued growth and help deliver exceptional customer experience.
Utilita was using an on-premise dialler solution for several years which initially worked well but, over time could no longer keep pace and became problematic. Issues included a frozen software release with no new features or bug fixes, a lack of hardware resilience, a bespoke configuration that demanded technical knowledge to manage and multi-site functionality that was extremely difficult to implement.
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const target = findNearestTargetInItem(itemRoot, rt);
if (!target) return;
const mins = estimateMinutes(rt);
if (mins != null) {
target.textContent = `${mins} MIN READ`;
target.classList.toggle('toggle-opacity');
}
});
};
const init = () => {
applyWithin(document);
// Re-apply on dynamic changes (pagination/filters)
const mo = new MutationObserver((mutations) => {
for (const m of mutations) {
for (const n of m.addedNodes) {
if (!(n instanceof Element)) continue;
if (
n.matches('[data-rich-text], [data-rich-text="true"], [role="list"], .w-dyn-items, .w-dyn-item') ||
n.querySelector?.('[data-rich-text], [data-rich-text="true"]')
) {
applyWithin(n);
}
}
}
});
mo.observe(document.body, { childList: true, subtree: true });
};
// Robust bootstrapping
if (window.Webflow && Array.isArray(window.Webflow)) {
window.Webflow.push(init);
} else if (document.readyState === 'loading') {
document.addEventListener('DOMContentLoaded', init, { once: true });
} else {
init();
}
})();
Case Study
{READ TIME TEXT}
Kandoo Car Credit: Better Call Handling & Growth
Kandoo Car Credit replaced manual processes with MaxContact’s contact centre solution, enabling them to scale their team by 146% and handle over 2,000 daily calls, while providing an enhanced customer experience.
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This is some text inside of a div block.
Kandoo Car Credit transformed their customer service and operational efficiency by replacing manual processes with MaxContact’s comprehensive contact centre solution, enabling them to scale their team by 146% and handle over 2,000 daily calls, while providing an enhanced customer experience.
Kandoo Car Credit is a car finance broker based in Salford, UK. They provide a comprehensive 360° service, acting as a complete end-to-end solution for customers seeking car finance.
Beyond just arranging finance, Kandoo finds suitable vehicles, conducts thorough background checks, and manages the entire purchase process.
Working exclusively with FCA-approved dealers across the UK who meet strict quality criteria, Kandoo ensures a seamless, hassle-free experience for their customers.
(() => {
const WORDS_PER_MINUTE = 200;
const MULTIPLIER = 1; // your choice
const estimateMinutes = (el) => {
if (!el) return null;
const text = (el.innerText || el.textContent || "").trim();
if (!text) return 1;
const words = (text.match(/\S+/g) || []).length;
const baseMinutes = Math.max(1, Math.ceil(words / WORDS_PER_MINUTE));
return Math.max(1, Math.ceil(baseMinutes * MULTIPLIER));
};
const findNearestTargetInItem = (itemRoot, rt) => {
if (!itemRoot) return null;
return itemRoot.querySelector('[data="read-time"]');
};
const applyWithin = (root) => {
root.querySelectorAll('[data-rich-text], [data-rich-text="true"]').forEach((rt) => {
const itemRoot =
rt.closest('[role="listitem"]') ||
rt.closest('.w-dyn-item') ||
rt.parentElement ||
root;
const target = findNearestTargetInItem(itemRoot, rt);
if (!target) return;
const mins = estimateMinutes(rt);
if (mins != null) {
target.textContent = `${mins} MIN READ`;
target.classList.toggle('toggle-opacity');
}
});
};
const init = () => {
applyWithin(document);
// Re-apply on dynamic changes (pagination/filters)
const mo = new MutationObserver((mutations) => {
for (const m of mutations) {
for (const n of m.addedNodes) {
if (!(n instanceof Element)) continue;
if (
n.matches('[data-rich-text], [data-rich-text="true"], [role="list"], .w-dyn-items, .w-dyn-item') ||
n.querySelector?.('[data-rich-text], [data-rich-text="true"]')
) {
applyWithin(n);
}
}
}
});
mo.observe(document.body, { childList: true, subtree: true });
};
// Robust bootstrapping
if (window.Webflow && Array.isArray(window.Webflow)) {
window.Webflow.push(init);
} else if (document.readyState === 'loading') {
document.addEventListener('DOMContentLoaded', init, { once: true });
} else {
init();
}
})();
const swiperFeatured = new Swiper('.swiper.is-case-study', {
speed: 400,
slidesPerView: "auto",
spaceBetween: 0,
navigation: {
nextEl: ".swiper-next.is-case-study",
prevEl: ".swiper-prev.is-case-study",
disabledClass: "is-disabled",
}
});
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