Case Study: NatWest Rooster Money achieves 24/7 customer support with CallCare

NatWest Rooster Money delivers 24/7 support with CallCare for 50+ currencies

NatWest Rooster Money, a provider of a prepaid debit card and financial app for children, needed a reliable partner to manage its expanding customer base and a surge in service calls. Their challenge was to ensure professional out-of-hours coverage and achieve high first call resolution without compromising customer trust. They partnered with vendor CallCare to implement an inbound bureau service.

CallCare deployed a flexible inbound team trained in financial enquiries and the brand's ethos. The solution included structured call scripts and escalation protocols to maximize tier-1 resolution. As a result, CallCare provided NatWest Rooster Money with seamless 24/7 customer support, ensuring reassurance for their growing user base.

NatWest Rooster Money