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Make every conversation count

Empower every agent. Improve every outcome. Increase every conversation’s value, with MaxContact’s AI-powered Customer Engagement platform built for commercial impact.

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client stories

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Deploying AI Agents in Debt Collection Playbook

Maximise efficiency whilst preserving the people relationships that drive long-term recovery success.

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  • AI can reduce operational expenses by up to 40%
  • Payment plan acceptance rates between 50-80%
  • 95% AI containment rates

Modern AI doesn’t just automate – it optimises. By analysing payment patterns, communication history, and demographic data, AI systems can predict the optimal time, channel, and approach for each individual debtor. This data-driven personalisation moves beyond generic strategies to tailored engagement that increases response rates significantly.

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Scripting Templates to Help you Deal with Difficult Customers

We understand it takes time to write scripts, which is why we’ve created this guide. Download for free to discover helpful templates.

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With pressures such as the cost of living crisis continuing to impact customers, it’s inevitable that contact centres will be forced to field more calls from angry, emotional and distressed customers.

Strong agent support systems, and empathetic management, are essential. Training is important. But perhaps most crucial of all is the role of technology.

Creating and adapting conversation scripts that demonstrate empathy, understanding and a real desire to help can mollify emotional customers and make life considerably easier for stretched employees.

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2025/26 UK Contact Centre KPI Benchmarking Insights Report

A comprehensive benchmark of key contact centre metrics and insights, providing the context needed to set realistic, competitive performance targets.

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  • 41% of contact centres say meeting KPIs is harder than last year
  • 1 in 3 teams report declining customer patience and rising workload
  • Top performing contact centres outperform the UK average by 25–40% across multiple KPIs

If you’re planning targets, resource, or deciding where to invest for 2026, this report gives you the clarity you need.

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client stories

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Case Study
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.

Insurance
Agent Performance
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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
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.

Financial Services
Service & Support
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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.

Case Study
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.

Utilities
Sales
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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.

FREQUENTLY ASKED QUESTIONS

Frequently asked questions ordered by popularity. Remember that if the visitor has not committed to the call to action, they may still have questions (doubts) that can be answered.

Can we build different contact strategies for different customer segments?

Yes. MaxContact allows you to create segment-specific contact strategies with custom prioritisation, routing rules, channel preferences, and timing logic. Deliver personalised contact experiences at scale whilst maintaining operational efficiency and compliance.

Does MaxContact work for both B2C and B2B contact strategies?

Absolutely. MaxContact supports complex contact strategies across both B2C and B2B operations. Whether you're managing high-volume consumer campaigns or targeted enterprise outreach, our platform adapts to your specific contact strategy requirements whilst maintaining consistent execution.

Can we test different contact strategies before full rollout?

Yes. MaxContact supports A/B testing within campaigns, allowing you to test different contact timings, prioritisation rules, and channel approaches. Analytics show which strategies perform best, enabling data-backed decisions before scaling successful approaches across your entire operation.

How does MaxContact eliminate cherry-picking behaviour?

MaxContact's intelligent routing and prioritisation ensures every lead gets contacted systematically based on conversion potential—not agent preference. Skills-based routing matches customers with the best-suited agent automatically, whilst managers gain visibility into contact patterns and can enforce consistent execution across the team.

What is a contact strategy and why does it matter?

A contact strategy is a systematic approach to customer outreach that defines who to contact, when, how, and through which channel. It matters because businesses with strategic contact approaches consistently outperform those relying on ad-hoc activity or individual agent intuition. MaxContact helps you build, execute, and optimise contact strategies that deliver repeatable results.

Can customers make payments outside business hours?

Yes. Our automated payment IVR operates 24/7, allowing customers to self-serve and make payments at any time. This reduces missed payments, improves cash flow, and decreases the burden on your agents.