Make every conversation count

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.

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.

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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