Simply Contact were initially engaged to provide frontline support for the client's fintech platform, starting with a compact team of agents.
While the client retains internal staff in strategic and senior roles, day-to-day customer support operations are fully entrusted to Simply Contact. This structure has allowed the company to focus on product innovation and regulatory compliance, while our team ensures fast, accurate, and secure frontline customer service.
As the partnership progressed, our role expanded. Shortly, the support team grew twofold, forming the entire customer-facing support function. More recently, a dedicated quality assurance and training specialist was added, signaling the client’s trust in Simply Contact to deliver beyond frontline support.
Building Compliance-Focused & Zero-Turnover Customer Support for a FinTech Provider
Simply Contact partnered with a leading British fintech provider specializing in account-to-account (A2A) payments and open banking. Serving primarily B2B clients and partnering with over 20 banks across Europe and the UK, the company enables seamless financial transactions with advanced technology.
Challenge
Supporting financial companies means working in a space where there’s no margin for error. Every interaction needs to be secure, compliant, and handled by someone who truly understands the complexity of the industry. A single knowledge gap can lead to compliance risks or lost trust; that’s why we focused not just on hiring the right people, but on stability. Zero staff turnover became a core goal to protect expertise and deliver the same level of precision every day.
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Recruiting agents with strong language skills and fintech domain knowledge
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Implementing a gradual, thorough training program to ensure mastery before complexity
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Managing strict data access and compliance within a hybrid outsourcing/outstaffing setup
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Maintaining near-zero staff turnover in a demanding environment
Our approach
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Scope of work
- Full written support via Zendesk
- Tickets come from both banks and business clients
- Focus: accuracy, investigation, and escalation when needed
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Typical tasks
- Planned maintenance updates
- Transaction issue handling
- Escalation management
- Content support
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Operational model
- Embedded agents, fully managed by the client
- A hybrid setup: outsourced workforce, client-owned process
- Compliance-first from day one
Partnership genesis and team setup
The culture of quality and improvement
The client entrusted Simply Contact with more than customer support: they sought a partner capable of maintaining exceptional standards in a regulated fintech environment. Our collaboration reflects this dual focus on quality and compliance.
Lasting focus on agent quality
— Progressive onboarding over six months
— Step-by-step learning: one topic per week, one month of focused practice
— Agents trained only after demonstrating mastery
— Consistently >99% internal quality scores
— QA/training specialist involved to sustain high performance
Expanding into compliance operations
— Conducted partner company risk classification (fully legal, high-risk, sanctioned countries or crypto involvement)
— Ongoing hiring for AML (Anti-Money Laundering) specialists and KYC (Know Your Customer) roles
Key outcome
The combination of operational excellence and regulatory trust has made our team a long-term extension of the client's core infrastructure.
Conclusion
While the client manages agent training and performance directly, our role has been to build a stable team with the right skill set, language level, and mindset to match those high standards. We’ve ensured operational continuity, handled staffing and scaling needs, and maintained a nearly 100% retention rate—a rare outcome in BPO. This case reflects our ability to:
- Hire and retain strong talent for specialized domains
- Support gradual, complex onboarding processes without disrupting business continuity
- Build long-term partnerships rooted in transparency, stability, and mutual respect
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