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

NatWest Rooster Money provides 24/7 customer support with Confero

NatWest Rooster Money, a pocket money and prepaid debit card app for children, needed an experienced team to handle out-of-hours inbound customer service calls to support their market growth. They approached vendor Confero to provide this overflow and out-of-hours support, with a top priority of achieving first call resolution.

Confero implemented its inbound bureau team solution. After comprehensive training from NatWest Rooster Money, Confero launched a 24/7 call handling facility that manages a variety of enquiry types. This created an effective tier 1 support service where Confero successfully triages calls and only escalates when necessary, ensuring NatWest Rooster Money can provide round-the-clock support to their customers.

NatWest Rooster Money