The Client

This is a government-approved tenancy deposit protection provider in the UK. They safeguard tenant deposits and offer a free dispute resolution service to ensure fair outcomes for tenants, landlords, and agents.

The Opportunity

SCO has been appointed Step Change Outsourcing as their trusted outsource partner to complement and support their in-house team. The campaign was designed to proactively engage TDS’s key customers – tenants and landlords—while reducing the volume of direct contacts to TDS’s Head Office.

Our Solution

Bespoke Campaigns

We created a dedicated outbound team solely focused on engaging both tenants and landlords. This team runs a range of campaigns, delivering telephony services on behalf of the client to strengthen these relationships. Through proactive welcome calls, they activate customer accounts and introduce client’s app, highlighting its wide range of benefits for the customers.

Alongside this, the team generates interest in Safe House Insurance, with the aim of creating qualified leads.

In close partnership, we developed bespoke training and messaging to ensure consistency and relevance across every interaction. The campaign is underpinned by a robust data strategy to enable targeted dialling and support clearly defined call objectives, driving quality conversations and measurable outcomes

The Results

What Have We Achieved

The team has delivered outstanding results across all campaign KPIs. We have exceeded targets for both unique contacts and account activations, all while consistently meeting agreed call quality benchmarks. The campaign continues to demonstrate the value of a collaborative, insight-led approach to customer engagement.

Adding Value

Our aim is always to do more and to offer solutions to enhance opportunities. During the business review process, we actively identify opportunities to add value to every customer interaction.

About SCO

Step Change Outsourcing is based in Stevenage, operating primarily as a contact centre. We partner with some of the UK’s biggest brands, and we are experts in acquiring and retaining customers by providing outstanding sales campaigns as well as delivering brilliant customer service campaigns. We are proud of our unique offering, delivered by a team of highly trained experts supported by a combination of analytics and the latest technology.

About
Step Change Outsourcing

Founded in 2009, Step Change Outsourcing provides outsource solutions for customer engagement campaigns on the phone and online.

Working with some of the UK’s best known brands, we are experts in acquiring and retaining customers by providing sales campaigns as well as delivering brilliant results.