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|CCA International to deliver 'caring customer service' for Fair For You|
|Tuesday, 02 February 2016|
Fair for You, the revolutionary new lender that promises a fair deal to low-income families, has appointed CCA International to deliver an exceptional and caring customer experience by phone, webchat and email to the company’s loan applicants and customers. The two companies have been working together for the past three months, ahead of Fair for You’s public launch, to design a customer service experience that’s there when families need it, on the channels that are most convenient to them and staffed by friendly advisors who can support the loan application process and provide ongoing support throughout the loan term. Fair for You starting offering loans to a limited group of customers at the start of the year ahead of its public national launch today. Early feedback indicates that Fair for You’s customers appreciate CCA’s no-nonsense, straight-talking approach and speedy response.
“Our borrowers may be under pressure to secure finance quickly to buy essential household items,” says Fair for You’s founder and CEO, Angela Clements. “CCA is working with us to make sure they get clarity, support and reassurance promptly when they need it most. Low income families have been poorly served in the past by high-cost weekly payment stores” says Clements. “We’re providing genuine low-cost lending with an easy to use online application process supported by CCA’s customer friendly team.”
Fair for You offers low cost loans for essential household items with no set up fee. Wholly owned by a charity it can, according to Clements, put customers’ interests ahead of shareholder returns. Fair for You is working with leading household goods manufacturers, so that customers can secure the loan they need to buy essential items in a single transaction. “Fair for You offers a genuine alternative for the UK’s lower income families who have been cut off from mainstream credit and forced to use high cost lenders,” says CCA’s UK Managing Director, Peter Gale. “We’re delighted to be working with a company that, we believe, will alleviate the pressures of poverty for so many disadvantaged families.” Fair for You Enterprise CIC is wholly owned by Fair for You Ltd, which is the first and only UK charity with a mission to alleviate poverty through responsible lending.
CCA International’s team of advisors will respond to calls, emails and webchats from Fair for You’s customers seven days a week, and until 8pm week days. says Clements. “Outsourcing customer service to CCA means we can scale as rapidly as we need to in order to manage growth and be confident that a company that shares our values and commitment to fair play is handling our most direct customer interfaces.”
CCA will also use its Voice of the Customer and analytics capabilities to help Fair for You further refine its offer based on customer feedback. “We already offer access to an extensive range of over 800 household goods and appliances,” says Clements. “We intend to extend that range in response to customer feedback, by adding new manufacturers”
In appointing DBF, Fair for You has recognised the outsourcer’s commitment to customer experience excellence and its experience in the highly regulated financial services industry. CCA has passed all audits by its financial services clients including Fair for You, the Financial Conduct Authority (FCA) and its predecessor the FSA. DBF is fully FCA, ISO9001 and PCI/DSS accredited. It is also the first UK contact centre operation to meet the stringent EN15838 European contact centre standard.
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